The importance of the return policy in international e-commerce Returns in the supply chainFor many e-commerce sellers, just thinking about returns, and especially international returns is a headache.
They change the profit margin, cause a lot of logistical and administrative problems.Therefore, a return policy and logistics are needed that can be perfectly executed, with transparent processes to promote trust with the customer, which on the other hand, are feasible and profitable for the seller.
In this sense, 'Sales Supply' has collected several reports to show the importance of creating this policy when adding customers.An unclear or inflexible policy can result in lost salesFrom a customer perspective, online shopping means sacrificing the ability to see, touch, and taste an item in exchange for other benefits, such as convenience, a better price, or the availability of a certain product.Despite this, the idea that the product may or may not be imagined or may arrive damaged creates a need for the customer to know exactly how to return the products and receive their money back.
An unclear return policy is the second reason why the checkout process is abandoned, according to a study conducted.Facilitate returnIn contrast, the research revealed that 53% of customers were satisfied when the return policy and procedure was clear and transparent.Thus, when selecting a retailer, shoppers value return policies that offer convenience and money-saving initiatives.
A pre-printed return label on the box, the possibility of returning the items to a store and, above all, returns free of additional costs are factors that increase purchase intention.However, ComScore found that consumers continue to experience problems with shipping costs, lengthy return forms, or delays in waiting for their refund.The retailer's perspectiveAccording to 'Sales Supply' retailers view return policies as a costly process that will not lead to higher sales.
The handling of all the products, the shipment back to the warehouse that is usually abroad, the communication with the clients, the taxes, the administration… All this can be a great challenge for retailers.The European Consumer Commission's scoreboard shows that most retailers still see too many obstacles to cross-border selling, including complying with consumer protection rules abroad, rising costs, and geographic distance.