Narvar's 2024 State of Returns report is here—get your copy now!
Ditch status-quo, one-size-fits-all returns. → Learn More
Narvar's 2024 State of Returns report is here—get your copy now!
Use the returns process as a platform for building engagement and loyalty with the customer. Create digitalised, omnichannel returns experiences that makes things simple for customers through elegant, design-thinking led interfaces and processes.
The ability to track the process and progress of a return (and refund) is also important as it reduces instances of expensive WISMO calls and empowers consumers through self-service capabilities.
Don't charge customers to return an item, a 'no questions asked' return policy encourages repeat purchases.
Returns may be seen as a necessary evil by some retailers, but if done right they are a driver for customer loyalty. In fact, 95% of consumers who are satisfied with their returns process say they’ll purchase with that retailer again. Returners are also likely to be the best customers, 82% of those who return goods are repeat customers. A significant portion of consumers say that restocking fees (fees charged when an item is returned to the seller) (84%) or return shipping fees (74%) will prevent them from making a purchase. On the other hand, 72% state that a ‘no questions asked’ return policy would make them more likely to buy at a retailer.
Patagonia offer a branded online experience making it simple for customers to either return or exchange their item. They offer FREE returns and exchanges and keep the customer updated on the progress of their return/refund with timely updates via the communication channel of their choice (SMS, Facebook Messenger or Email).
Use the returns process as a platform for building engagement and loyalty with the customer. Create digitalised, omnichannel returns experiences that makes things simple for customers through elegant, design-thinking led interfaces and processes.
The ability to track the process and progress of a return (and refund) is also important as it reduces instances of expensive WISMO calls and empowers consumers through self-service capabilities.
Don't charge customers to return an item, a 'no questions asked' return policy encourages repeat purchases.
Returns may be seen as a necessary evil by some retailers, but if done right they are a driver for customer loyalty. In fact, 95% of consumers who are satisfied with their returns process say they’ll purchase with that retailer again. Returners are also likely to be the best customers, 82% of those who return goods are repeat customers. A significant portion of consumers say that restocking fees (fees charged when an item is returned to the seller) (84%) or return shipping fees (74%) will prevent them from making a purchase. On the other hand, 72% state that a ‘no questions asked’ return policy would make them more likely to buy at a retailer.
Patagonia offer a branded online experience making it simple for customers to either return or exchange their item. They offer FREE returns and exchanges and keep the customer updated on the progress of their return/refund with timely updates via the communication channel of their choice (SMS, Facebook Messenger or Email).
