Easy Return Policies Could Attract More eCommerce Customers

January 9th, 2018
By Cheryl Reinertsen

Most (if not all) eCommerce websites include a section with their return policies, which include details about returning items with or without receipts, which products can be returned and when, which products cannot be returned, and more. When I shop online, two options I find particularly appealing are the ability to return an item to the store, and free return shipping.

Free Return Shipping

Free Return Shipping could make a difference in where your customers shop. Customers want this. Free return shipping doesn’t mean customers will return everything they buy, but they’re trusting that your products are worth buying without seeing them or touching them first-hand. It assures them that you stand by your products and care enough to provide top-notch service. Shoppers prefer to shop at stores that offer free returns, so it could be a small price to attract more customers. If you offer this, be sure to promote it clearly so shoppers don’t miss it.

Return to Store

This option is attractive to shoppers who actually prefer to take their returns to a physical store. It involves no shipping expense, it’s faster in some cases, it’s convenient, it provides immediate credit, and shoppers don’t have to walk out empty-handed if they want an exchange. This provides golden opportunities for retailers to make these experiences easy for shoppers, who might make additional purchases while making their returns. It can also create a positive experience and lead to future shopping.

If you offer either of these return options, be sure to promote them on your website – it might make a difference in where shoppers spend their money.