{"id":39707,"date":"2023-11-10T07:30:00","date_gmt":"2023-11-10T13:30:00","guid":{"rendered":"https:\/\/shippingeasy.com\/?p=39707"},"modified":"2023-11-12T06:33:54","modified_gmt":"2023-11-12T12:33:54","slug":"holiday-returns-what-customers-want","status":"publish","type":"post","link":"https:\/\/shippingeasy.com\/blog\/holiday-returns-what-customers-want\/","title":{"rendered":"Ecommerce Holiday Returns: What Customers Want"},"content":{"rendered":"\n

Gift-giving and gift-returning go hand-in-hand. Siblings might accidentally buy their parents the same gift. A piece of clothing might not fit the way your customer wants it to. There could\u2019ve been a mixup with which toy<\/a> someone was supposed to get their niece or nephew. The reasons for returns are endless. <\/p>\n\n\n\n

Don\u2019t just take our word for it. In our recent study with Retail Economics<\/a>, 24% of customers stated that a flexible return policy will be the most important factor when choosing where to shop this holiday season. Our study also shows that shoppers are projected to spend $253 billion globally, with over $183 billion coming from North America. A clear, concise, and flexible return policy can make all the difference for customers who may be on the fence, ensuring boosted holiday sales. <\/p>\n\n\n\n

    \n
  1. Review your returns policy annually<\/a><\/li>\n\n\n\n
  2. Building the perfect holiday return policy<\/a><\/li>\n\n\n\n
  3. Tips for a successful holiday return policy<\/a><\/li>\n\n\n\n
  4. Resources<\/a> <\/li>\n<\/ol>\n\n\n

    Review your returns policy annually <\/h2>\n\n\n

    Reviewing your current return policy is as important as creating a good return policy. It\u2019s also easy to forget to check your return policy in the hustle and bustle of the holiday season. An unclear return policy may be viewed by prospective customers as inconvenient. The easier you make your return process, the better. Put yourself in the mindset of a customer visiting your website<\/a> for the very first time. <\/p>\n\n\n\n

      \n
    1. Would you understand the steps in your return process? <\/li>\n\n\n\n
    2. Would you be able to locate customer support channels if you had questions? <\/li>\n\n\n\n
    3. Is there information about how the holiday season impacts returns?<\/li>\n<\/ol>\n\n\n\n
      \"\"\/<\/figure>\n\n\n

      Building the perfect holiday return policy <\/h2>\n\n\n

      When you begin reviewing or creating your holiday return policy<\/a>, keep in mind that the customer visiting your site won\u2019t always be the same customer who purchased the item originally. Your policy should be clear enough that any person visiting your site should know exactly what they need to do. Using the three questions we asked earlier, you\u2019ll be able to create the perfect return policy to stand out from the competition. <\/p>\n\n\n\n

      Learn more about customer expectations in our blog, Planning for the Holiday Shipping Season<\/a>.<\/h6>\n\n\n

      Would you understand the steps in your return process? <\/h3>\n\n\n

      Go to your website and look at the return policy. Was it easy to find if you didn\u2019t know where to look? If not, try to reduce the amount of clicks between reaching your website and finding the policy. Consider making returns its own menu option. Read through all of the information in your return section. <\/p>\n\n\n\n

      Do customers need to reach out for a label, or does your business include them with the shipment? If customers need to reach out, check that the appropriate channels are listed. If you include return labels with a shipment, include this information in your confirmation emails, so customers know to check the box. <\/p>\n\n\n\n

      Finally, are returns free, or do they come with a cost? Call out this information in a bold font or place it near the top of your return section. If return fees are charged at checkout, be transparent. Surprise fees can lead to customer dissatisfaction and the loss of repeat business, so don\u2019t be afraid to over-communicate.<\/a><\/p>\n\n\n

      Would you be able to locate customer support channels if you had questions?<\/h3>\n\n\n

      Sometimes, websites glitch or a customer needs a helping hand when beginning their return process. That\u2019s why reviewing all of your customer support channels is crucial. Say a customer tries to call your support line, but there\u2019s an 8 instead of a 6 listed. Not only would that customer not be able to reach you, but it could prevent them from purchasing from your business again. The same thing goes for emails and question forms. Review all of your available support channels with these questions in mind: <\/p>\n\n\n\n