James & Paul host a discussion with Emily Mcmorran, Customer Journey Manager for Oh Polly, and Samir Kamnani, Senior Product Marketing Manager at Loop, about the evolving landscape of ecommerce returns strategy.
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Ecommerce returns is evolving fast and undergoing a fundamental strategic change, as more brands implement a fair usage policy and charge for some returns. Key trends in ecommerce returns include: increased focus on simplifying return policies, using technology on the front-end to reduce return rates by providing better product data quality and visualisation, sustainable return packaging and using AI to optimise the return process, with an emphasis on the ease of returns to improve customer satisfaction and loyalty.
In this episode, we delve into the shift towards paid returns, the impact on customer perception, and the importance of managing returns as a part of the overall customer experience. The conversation also covers innovative solutions like Loop’s new Offset Returns Coverage, and how brands can leverage returns data to improve their service.
The episode concludes with insights into future trends in returns management and the delicate balance between customer satisfaction and operational viability.
Key takeaways:
- Returns are a significant aspect of the customer journey.
- The trend of charging for returns has increased significantly post-pandemic.
- Shoppers are becoming more aware and accepting of return fees.
- Offering a simple and fair return policy can mitigate negative feedback.
- New customers often appreciate a free first return to gauge sizing.
- Brands are increasingly viewing returns as an opportunity rather than a burden.
- The introduction of Loop’s Offset Returns Coverage provides customers with peace of mind.
- Utilising returns data can help identify product issues and improve offerings.
- The focus for brands is shifting towards encouraging exchanges over refunds.
- Balancing customer experience with return policies is a complex but necessary task.
Chapters:
- [00:40] Introduction to Returns Strategy
- [03:05] The Shift to Paid Returns
- [08:05] Customer Perception and Impact of Return Fees
- [12:00] Strategies for Managing Returns
- [20:00] Introducing Offset Returns Coverage
- [29:05] Future Plans for Returns Management
- [32:40] Using Returns Data for Improvement
- [36:00] Trends in Returns for 2025
- [39:30] Balancing Customer Experience and Return Policies
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