Self-service returns are a great way to streamline your shipping process and provide a better shopping experience for customers. Whether your customers ship their returns themselves or use a third-party shipping service, a simple and effective process makes shopping online a pleasure. Customers will remember the ease of self-service returns the next time they need to buy something online. Moreover, self-service returns allow the merchant to maintain control over the shipping service, which increases customer satisfaction. So, let’s take a look at some things you need to know about self-service returns.
Customer service teams can help customers with returns
Suppose a customer is unsure of how to return an item. In that case, a store associate can assist the customer by offering an exchange, upsell, or a similar product to make up for the error. Store associates are a great way to retain a sale. When a customer has a question, store associates can use the opportunity to demonstrate knowledge of the brand. By offering to help, customer service teams can build brand loyalty and gain trust. And by facilitating self-service returns, customer service teams will save valuable resources and costs. Now let’s move on to help you understand what are self-service returns really are.
Self-service reduces the cost of customer support
Self-service returns are one option to reduce the cost of customer support and streamline the returns process. While a customer’s returns process is an integral part of their shopping experience, the self-service option allows customers to return products without the assistance of a customer service representative. Instead, customers can log into a self-service returns portal, enter their order number and email, select items to return, and print a return shipping label. Customers can even select the reason for their return. This information can provide valuable insights into customer expectations and trends.
Self-service can identify quality issues
If you have a self-service return policy, you can use it to identify quality issues. When customers return an item, they often do not immediately provide the specifics of the problem. However, this information will help the staff determine the most appropriate course of action. The team should probe deeper into the reason behind the return and ask why the customer returned it. Ask what the customer expected from the product and what it failed to deliver. This will help you find out where the problem lies and ensure you stock only the best products.
Self-service reduce environmental impact
Increasing numbers of consumers weigh their purchase decisions for the environment, including the millennials. Six in ten consumers are willing to change their shopping habits to reduce their carbon footprint, and 70 percent would pay up to 35% more for sustainable products. In addition, the shift to self-service returns has been particularly beneficial to the fast-fashion industry, where consumers are expected to return products themselves. Often, this can be costly for retailers.
Currently, consumers are responsible for approximately five billion pounds of waste from product returns each year, even though over half of the packaging and shipping containers can be recycled. The fact is that returning goods results in a high carbon footprint – about 15 million metric tons of carbon dioxide is emitted from these goods – and this is equivalent to the CO2 impression of three million people. This trend must change. Companies and consumers must change their purchasing habits to realize the full environmental benefits of self-service returns.
Self-service can create confidence in your business
You’ll eliminate employee processing costs, unnecessary waste, and printing costs with self-service returns. Instead, your customers can handle their returns themselves, saving you time, money, and resources. You’ll know what’s wrong before customers call and complain. In addition, you’ll have a record of customer satisfaction, which will build trust and loyalty. But, self-service returns can be even more beneficial.