nShift Calls on Retailers to Gear Up for Peak Season Returns

nShift Urges Retailers to Prepare for High-Season Returns

As the holiday shopping season enters its final stretch, nShift, the global leader in parcel delivery management software, emphasizes the importance of retailers being prepared to manage a surge in returns. Recent reports indicate that up to one-third of Black Friday and Cyber Monday purchases are being returned, making it critical for retailers to implement effective strategies to handle the increased volume of returns .

“Returns are an inevitable part of retail today, but they represent a significant cost for businesses,” says Maarten Tops, Product Director Enterprise at nShift. “With the right returns strategies, retailers can minimize revenue loss by swiftly getting returned items back on shelves and into the hands of new customers.”


The Growing Importance of Seamless Returns

The DeliveryX Returns 2024 report, produced in partnership with nShift, reveals that 54% of consumers regard “easy” returns as a top priority. Moreover, 84% of shoppers state that a poor returns experience would deter them from buying from the same retailer again . These statistics underscore the need for retailers to offer seamless, customer-friendly return options to maintain loyalty and protect long-term revenue.

“Returns may be unavoidable, but they don’t have to be a setback,” says Tops. “Retailers that take a strategic approach can turn returns into a business advantage by building trust, encouraging exchanges, and fostering customer loyalty.”


Strategies to Turn Returns into Opportunities

While the rising volume of returns presents challenges, it also offers opportunities for growth when managed effectively. nShift suggests several strategies for retailers to make the most of their returns processes:

  1. Simplify the Returns Process
    A straightforward digital returns process builds customer confidence and enhances brand perception. It also allows retailers to analyze return patterns, helping them identify common reasons for returns and adjust inventory or policies accordingly.
  2. Promote Exchanges
    An intuitive returns platform can encourage customers to exchange items rather than seek refunds. With the right software, retailers can automate the exchange process. For example, nShift’s clients typically convert 30% of returns into exchanges, preserving revenue and improving customer retention.
  3. Enhance Customer Loyalty
    A digital returns solution can help distinguish between habitual returners and loyal customers who only return goods under specific circumstances. This differentiation enables retailers to offer personalized incentives to their most valued customers.
  4. Tailor the Returns Experience
    Personalized options, such as suggesting alternative products or inviting customers to explore in-store alternatives, can increase the likelihood of retaining the sale.
  5. Encourage In-Store Returns
    A digital returns system can streamline the process of returning items in-store. This approach offers a dual advantage: staff can engage with customers directly to promote exchanges, and customers are exposed to additional products and in-store marketing efforts.

The Customer Experience Begins with Returns

“A good returns policy doesn’t need to be complicated,” explains Tops. “But it must be user-friendly for shoppers. The customer relationship begins the moment they click the checkout button, and that relationship is tested when they request to return an item. How retailers handle returns can make or break customer loyalty.”


About nShift

nShift is a leader in delivery and experience management, helping eCommerce businesses thrive. Its platform offers the world’s largest carrier network, innovative solutions for cross-border growth, and tools to enhance customer experiences. By unifying data into actionable insights, nShift connects and optimizes delivery processes, ensuring retailers can focus on growing their brand and delighting customers.

With nShift, businesses can “worry less” and “ship smarter.” Learn more at nShift.com.


Conclusion

As high-season returns continue to grow, the ability to handle them efficiently and strategically is vital for retailers. By implementing customer-friendly policies and leveraging advanced returns software, retailers can reduce costs, retain revenue, and build lasting customer relationships, even during the busiest shopping seasons.

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