Online purchases that are constantly sprouting up, result in an increased number of returns in e-commerce. According to the Shopify Fashion Industry Report, the average return on purchases on the Internet can be up to 50%, while the return rate for regular goods is several times lower and is no more than 10%.
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Reasons for e-Commerce Returns
There are many reasons why a customer returns the purchased item to the store. First of all, this is a poor fit,, which showed that the problem of sizing is one of the most serious problems faced by clothing manufacturers today, who take tons of returned goods to the landfill.
The second most important reason for the return of clothes is the poor quality of materials and fabrics from which the clothes are made.
There are several other psychological reasons for returns: high consumer expectations, a change in the purchase decision, hesitations, etc. Brands also form fertile ground for returns due to overly loyal return policies.
How to Reduce Returns in e-Commerce: Proven Practices
1. Improving Product Clarity
Providing a clear and detailed description of each product helps the buyer understand what to expect. In this case, the best option is augmented reality solutions such as 3DLOOK’s YourFit, which offers a photorealistic virtual fitting function combined with highly accurate data-driven clothing size recommendations.
2. Using Fit Technology
Digital fit and sizing solutions can help shoppers find the perfect size so they don’t have to return an item later. 3DLOOK’s YourFit offers buyers quick sizing recommendations using just two photos to get accurate body data for each client.
3. Strong Customer Support
A positive customer return process can encourage them to make repeat purchases. Therefore, retailers must implement convenient touchpoints so that e-commerce customers can connect with a brand representative.
4. Providing Ease of Use
With 40% of consumers struggling to complete simple tasks on e-commerce websites, as reported by RetailDive, retailers need to ensure that the interface is as straightforward as possible for shoppers.
5. Delivery Care
Almost 40% of low-rated reviews are the result of shipping issues, according to HelloDrone. Customers often buy clothes for the occasion, so late delivery will result in a return. Retailers should publicly list delivery dates on their websites so that the buyer knows what time frame to expect.
Fighting Clothing Returns is Real
Return practice is a common reality for retailers and consumers have every right to return a purchase if they are not satisfied.
In order not to suffer from negative profitability caused by overwhelming return rates, brands need to adhere to the returns management best practices that will help them survive and build trust with their customers.