27th October 2017
Returns are no longer just an expense, but is turning into a valuable asset and a competitive parameter for ecommerce businesses. Recently, Bring Research released a study of Scandinavian ecommerce in 2017 providing deep insight in the wants and needs of Scandinavian online shoppers, especially when it comes to handling returns.
We have collected the most interesting findings from Bring’s survey and distilled them into 5 simple tips for providing great returns services to the quality conscious Scandinavian consumers and handling returns efficiently internally.
Expectations to returns
Scandinavian online stores are obliged by law to offer customers 14 days to return a purchase, but there are very large differences in the conditions online retailers offer their customers. This means that online shoppers very often check the returns policy before placing a purchase, especially in online stores that are new to them. The main reason to why shoppers check the returns policy is that it gives them a sense of safety if a need to return the order should arise and also, they want to know which costs are involved.
Ensure trust with a great returns policy
Ecommerce has the disadvantage that the customer is not able to assess the product physically. A great returns policy, communicated clearly can help reduce the perceived risk and anxiety of the shopper and increase sales in your web shop. Great management of returns are important to ensure trust from potential customers, especially for the older segments. To Scandinavian customers, access to a return freight label, the option to reuse the packaging for returns/enclosing return packaging and returning the payment quickly are important factors when it comes to returns.
Bring’s study adds up to 5 great tips for handling returns in Scandinavia:
Sign up to our newsletter for regular updates about the shipping, logistics and delivery management industriesSign up
Discover how Consignor can make delivery a competitive advantage for your business and a seamless experience for your customers.Request a Demo