Genius Returns research revealed that a good exchange and return experience is critical to a business’ success, retaining up to 96% of customers.
Carnival is one of the main commercial events in Brazil and its return after the social isolation generates many expectations from the shopkeepers. However, delivering quick e-commerce sales with quality is still a challenge, so many mistakes still occur in the process.
- 7 e-commerce trends in 2023
- The Brazilian startup and Meta team up to help businesses sell through WhatsApp
In this way, a good exchange and return experience is crucial to the success of a business. Data from the Genius Returns platform underlines that simple and convenient reverse logistics are responsible for the fact that up to 96% of customers buy again at e-commerce.
According to Maurício Cwajgenbaum, CEO and co-founder of Genius Returns, reverse logistics is not yet a Brazilian culture, but it has a big impact on the shopping experience. “Small online merchants can lose customers without a clear, satisfactory and well-structured exchange and returns policy. Those who invest in this, on the contrary, build customer loyalty and loyalty, and Carnival is an excellent window of opportunity in this sense ”, he warns.
Aiming to offer better services to consumers and make life easier for merchants, Genius Returns was developed to automate reverse logistics, reducing waiting times and increasing profits. To help shopkeepers achieve better results and provide quality services, Maurício has separated some tips, check out:
3 tips for more efficient reverse logistics
1. Define your strategy
The first thing a merchant should do when receiving exchange or return requests is not to panic. It is important to understand that this type of procedure is part of, as well as being an opportunity to improve the shopping experience. Genius research reveals that 89% of customers who have had a good reverse logistics experience become repeat customers.
“Thinking specifically about the Carnival, it is necessary to estimate the additional demand that there may be for exchanges and returns and to define strategies that effectively support this increase. A platform that automates this process, reducing time and costs and allowing the monitoring of all the exchange or return steps can convey more confidence to the consumer”, says the manager.
2. Types of exchange and return
It is up to the entrepreneur to define which methods of exchange and return best suit their operations. This policy must be established in advance and be clearly disclosed on the website, as transparency prevents a lot of customer dissatisfaction.
Some of the modes are:
- Edit by variant: when the customer requests the exchange of a variant of the product, due to differences in the size and color of the product, or even when it differs from how it appeared in the advertisement;
- Product change: when the customer buys something, but, after receiving it, decides to exchange it for another item;
- Return with credit: when the consumer does not like the product and decides to return it without choosing another one in its place, the store can offer credit for another purchase, starting a new relationship with the brand;
- Return with refund: in this case care must be taken to guarantee a simple and rapid process, which does not generate noise with the customer.
3. Know your customer
The manager emphasizes the individuality of each customer and the importance of the shopkeeper knowing who buys with him, because for each profile there is a way to react and a strategy to build loyalty.
“(…) in addition to guaranteeing an adequate infrastructure and logistics, so that exchanges and returns flow efficiently and pleasantly, it is necessary to be attentive to the signals and contacts of the consumer and try to satisfy their needs, in a humanised and suited to your profile and preferences”, concludes Maurício.
Trending on Canaltech:
- Corinthians vs. Palmeiras | Where to see the Paulistão derby?
- Microsoft shuts down social networks no one remembered existed
- Find out when your Galaxy phone will receive One UI 5.1
- Bruce Willis is diagnosed with dementia
- Gut bacteria may play a role in depression, according to one study
- The human penis has grown 24% larger in the past 30 years
Source: Terra
Rose James is a Gossipify movie and series reviewer known for her in-depth analysis and unique perspective on the latest releases. With a background in film studies, she provides engaging and informative reviews, and keeps readers up to date with industry trends and emerging talents.
