Returns and exchanges on Shopify are integral to your relationship with the customer. They provide a sense of credibility to your Shopify store and allow customers to experience the freedom to try and test products even after making a purchase, giving them the benefits of a retail experience in the comfort of their homes.
However, managing the returns/exchange process can be challenging for various reasons- the high cost of operations, the added burden on back end operations, and your customer service staff being the most apparent issues.
Before we dive deeper into these processes and the best practices, let's take a closer look at Shopify returns:
Processing returns is a complex task since the returns policy depends on the nature of the items- packaged food, clothing, electronic items, etc. Return policies also differ from store to store. Keeping this in mind, Shopify has created an elementary returns feature that allows you to
While these functionalities are sufficient in the early stages of your eCommerce business, as the business scales, handling every return request manually can be a daunting task. Here is where the Shopify features fall short-
Read Also: Guide to Creating a Shopify Customer Account Page
Although Shopify returns functionalities fall short in some aspects, the best thing about Shopify is that it supports integrations with various returns management apps that can help you increase your bottom line profits and help you scale:
Returnly is a customer-centric post-purchase payment platform. They've created a unique customer experience by allowing customers to use return credit even before the return process is completed. With the added convenience, Returnly promotes higher customer satisfaction and customer experience.
Limited Integrations with other Shopify apps.
Loop Returns is one of the best exchange-first returns management apps. Apart from managing customer returns, it encourages customers to find the right products for exchanges. It helps reduce returns' losses and leads to a higher lifetime value. Here are some of its key features:
Deep Shopify Integration
Limited workflow automation
Aftership returns center is a shipment tracking solution. It aims to improve the post-purchase experience by soothing customers' anxiety and adding more transparency in the order delivery process.
Return Logic is a returns management app that increases profit margins and retention by creating a seamless returns experience for your customers. It is ideal for businesses seeking returns management, printing return shipping labels, or automating the refund process. Here are some of its key features-
Learn More: Best Shopify Apps to integrate with Ecommerce Store
As mentioned above, returns and exchanges are integral to the eCommerce industry. They add a layer of convenience for the users and legitimize a business despite a bad experience. These play a pivotal role in creating strong bonds with the customer. However, with rampant returns fraud and the cost incurred due to returns processes, it is logical that businesses would want to reduce return rates as much as possible. Here are the how to reduce shopify returns - best practices
Read More: Complete Guide on How to Reduce Ecommerce Return Rates
Self-service has numerous benefits. It is one of the most cost-effective ways to provide customer service. What's even better? It's the preferred medium for 81% of shoppers who look for ways to solve their problems without contacting the support team. Self-service reduces friction in the returns process and has several advantages:
Related Read: Best Shopify Live Chat Apps 2023
Ensuring repeat purchases is the only way to succeed in the competitive eCommerce industry. To scale, an eCommerce business has to create a bond with its customers that goes beyond a transaction purchase. A customer-friendly return policy and equally convenient returns can help create a better post-purchase experience, promoting higher repeat customers. Discover more on how to improve Ecommerce Customer Experience
A negative experience often triggers a return- either the product does not meet the customer's standards or it doesn't meet their requirements. Similarly, an exchange can be triggered by similar events- the customer received a damaged product, ordered the wrong size or color, etc. having an efficient return policy can help an online store turn a seemingly negative experience into a positive one, increasing customer loyalty in the process.
Checkout Case Studies on How Ecommerce Brands Improving CX -
To create a sense of connection between the customer and your brand, you need to encourage brand loyalty in your customers. With a clear returns policy and effective returns management, you can enhance your customer's post-purchase experience and increase the chances of repeat purchases.
Returns and exchanges are an integral part of your Shopify store. They help build trust with new customers and establish a sense of loyalty. However, managing returns and exchanges can tax your team and burn a hole in your pocket. More effective processes and returns management apps can help navigate these problems and increase your bottom-line revenue. Looking for a hassle-free way to manage your returns and exchanges? Book a demo with Richpanel today!