All shipping return issues and practical solutions to overcome them
Jan 2, 2024
As an e-commerce store owner, you have undoubtedly experienced the problem of increased orders or returns, which is reflected in some statistics that mentioned that the percentage of product returns purchased online is estimated at about 30% compared to the percentage of returned orders in physical stores, which is estimated at about 8.89%, due to many various reasons such as receiving damaged products, or not conforming to the required specifications, and other various reasons that will be mentioned in the article, while highlighting some practical solutions to overcome this problem.
First, what are Returned Shipments?
From a retail perspective, the term returned shipments or returned orders refers to the process in which the consumer returns products previously purchased from the store with the aim of recovering funds, or replacing the product because it does not conform to the required specifications, or manufacturing defects.
We would like to point out that returned shipments are subject to policies or conditions set by e-commerce stores to approve customers' return requests, and these policies differ from one e-commerce store to another and include, for example:
The specified period of time from the time of purchasing the product has not passed.
The products are in the same condition they were in at the time of receipt so that they can be stored and sold again.
There is proof of purchase from this store.
Paying return fees that are sometimes applied.
Products are not classified as non-returnable goods, such as products for personal use like cosmetics or underwear.
It is worth noting that many laws in various countries require retailers to publish their return policies in detail so that the matter is clear to customers before completing the purchase process.
3 Basic Types of Returned Shipments
If the customer returns the products to the store, we have three options or types of returned orders or shipments, which are:
1. Product Exchange Request (Exchange)
When the product does not conform to the specifications requested by the consumer or those on the e-commerce store, the customer creates a request to exchange the product.
For example, a customer may buy a white shirt and request a specific size, but is surprised by the non-conformity of these specifications when the product arrives. In this case, the consumer creates a request to exchange the received product for the product they want according to the specifications that were previously determined.
2. Refund Request (Refund)
Some consumers always resort to this option in the event of manufacturing defects in the product or poor quality. For example, a customer may request to replace an earphone for their computer but is surprised by its weak or impure sound, and when another earphone arrives, they are surprised by the existence of the same problem, then the consumer expects that there is a defect in the manufacture of this product and requests a refund of their money.
3. Product Maintenance Request (Repair)
It is a type of returned shipment that can be made by consumers when the product is defective or damaged, whether due to a manufacturing error or due to product damage during the shipping or use process. In this case, the customer creates a return request based on the current warranty to repair or replace the product.
The important question that arises now is:
What are the Causes of Increased Shipping Returns and Practical Solutions to Reduce Them?
There are various reasons that lead to an increase in returned orders or shipments in e-commerce stores and require effective solutions to reduce this problem, and among the most prominent of these reasons:
First: The Customer Ordering the Wrong Product
Sometimes, consumers order wrong products and wish to return them to the store when they discover that they do not conform to the image drawn in their minds and do not meet their needs, which causes an increase in returned shipments for various commercial activities. This happens as a result of several things, including:
Lack of clarity of the available information included in the images and descriptions regarding the products, which causes great confusion for the customer and then ordering the wrong product.
Lack of a complete picture in the minds of consumers regarding the products they are looking for, and thus confusion during the selection process.
Confusing promotional messages and offers or exaggerated claims that cause confusion for them, which leads to buying wrong products that do not meet the required needs.
Entering the order specifications by the customers incorrectly as a result of mental distraction or rushing in the entry process, which ultimately leads to choosing the wrong product, as is the case when buying clothes and entering body sizes.
In order to reduce wrong product orders and limit the increase in returned shipments for your store, you must:
Pay attention to providing clear descriptions and images that include detailed information about the products to avoid ambiguity and confusion during the shopping and purchasing process.
Work to facilitate the product selection process for consumers by providing dropdown lists or other means that should be included in your e-commerce store to contribute to completing the purchase process efficiently without confusion and thus avoiding product returns.
Provide easy and direct means of communication for customers to get immediate assistance and answer questions and inquiries before completing the order.
Let's take an example from the "Rosa Clara" store for selling wedding and evening dresses in Saudi Arabia. You will find that the store allows customers to choose the size and color, and puts a whole page on the site with a detailed table on how to calculate the size for each area of the body according to the main countries such as Spain, Europe, Britain, and Canada, and how to calculate the total size, and so on.
Second: The Store Shipping a Product that Does Not Conform to Specifications
On the other hand, the customer may be able to complete their order correctly and include all the desired specifications, but the problem lies in the e-commerce store shipping wrong products to customers, which causes an increase in returned shipments and the store bearing additional costs for returning wrongly shipped products and replacing them with those that conform to the customer's request. This may happen as a result of many different reasons, including, for example:
Error in the process of assembling product components, packing, and wrapping, which leads to shipping a product that does not conform to the required specifications.
Products being exposed to scratches or damage during the handling and transportation process, which leads to their non-conformity to the required specifications when they reach the consumer.
The shipped products not complying with the quality standards shown in the descriptions and images, which leads to their non-conformity with the required and expected specifications by the customer.
In order to overcome this problem which causes an increase in returned orders or shipments, it is necessary to conduct a comprehensive inspection and audit of the products before shipping them to ensure that they conform to the specifications requested by consumers. This can be done through trained employees, or by relying on order management systems and warehouse management systems such as the OTO Pack system to ensure the conformity of product specifications with the customer's request and manage all your warehouses and control them from the moment the products enter, through the packing and wrapping stage and printing shipping policies, until they leave the warehouse.
Third: The Product Arrives Damaged or Defective
The product may be damaged during the shipping process due to not being packed and wrapped according to a studied method that ensures its preservation until it is delivered to the customer with the best possible quality, which prompts the consumer to request the return of the product.
In addition, the product may have a defect that makes the customer not hesitate to return it, such as poor material if it is clothing, or a lack of some accessories that affect the operation process if it is electronic devices, and then requesting a refund or product replacement.
To avoid this problem and work to reduce the increase in returned shipments in your store, you must:
Work to improve the efficiency and quality of the packing and wrapping process according to a studied scientific approach, and observe the use of high-quality packaging materials to protect products from shocks and damage during the shipping process.
Apply appropriate quality inspection procedures such as visual inspection and performance testing to ensure the safety of products before shipping them to consumers.
Contract with reliable shipping companies with a good reputation to ensure the products reach consumers with the best possible quality without damage.
Here we invite you to join "OTO" and ship at competitive, reduced prices starting from 13 Saudi riyals with the possibility of choosing from more than one shipping and delivery company and shipping with them at the same time.
At the end of the article, you will find the OTO price calculator that you can use to compare shipping prices in Saudi Arabia 👇
If you want to try it, you can create a free account on OTO and try OTO's high-quality and fast shipping services and also get shipping policies at the cheapest price, as well as the ability to send free tracking messages to your customers to track their shipments moment by moment.
Fourth: The Product Does Not Meet Expectations
Sometimes, customers assume some expectations regarding the things that can be achieved through the product being purchased, but they are surprised that these expectations are not met. This is reflected significantly in products related to fashion and beauty, because the pictures of the product on the store may not provide a real picture that reflects the effectiveness of the product, or the pictures are imaginary and unreal, which prompts consumers to request a refund and return the products.
To reduce returned orders or shipments related to this reason, you should:
Ensure the quality of the product when it is manufactured and before it is delivered to customers by carrying out quality control operations to verify that the product meets the required standards.
Clarify specifications and details accurately, so that product descriptions include accurate and comprehensive information about the main specifications and characteristics. It is necessary to clarify the size, color, materials of manufacture, and any other details that are important to the customer.
Provide realistic information to consumers about the presented product, and avoid marketing it by following an exaggerated and excessive promotion style for the product.
Be keen to have high-quality images that express the quality of the presented product and clarify its precise details and avoid deceiving customers to influence their purchase decision.
Fifth: Paying an Exaggerated Price
The customer may buy a product from a certain store at a price and be surprised that this product is not worth the amount paid for it due to its poor quality, while finding the same product available in another store at a lower price and may be of higher quality, then the consumer thinks about returning this product and recovering their money to buy it from another store at a lower price and better quality, thus saving in terms of cost.
To overcome this problem and limit the increase in returned shipments for your commercial activity, you must work to strike a balance between providing high-quality products and prices to ensure gaining customer satisfaction and promoting sales movement and avoiding returned shipments or orders.
Stages of Processing Returned Orders
The process of processing returned orders or shipments includes many stages, the most prominent of which are:
Shipment Creation Stage: In this stage, returned shipments are created and the appropriate shipping company is chosen to return the shipment from the customer to the warehouses or branches of the e-commerce store. It is worth noting that you can know the shipping cost for returned shipments through the OTO shipping price calculator and choose the most suitable shipping company according to your needs.
You will find it at the end of the article and you can use it for free without the need to create an account
Order Verification Stage: As soon as a consumer creates a request for a returned shipment, the request is verified and reviewed, the reasons leading to the return of the shipment are identified, and it is confirmed that this product was actually purchased from this store.
Order Processing: After verifying the request sent regarding the creation of returned shipments, the next stage comes, which is processing the order, determining the collection point, delivery time, method of transport, and the warehouse to which the products will be directed for inspection and classification.
Product Classification: In this stage, returned shipments are organized and classified and divided into various categories based on their inspection and analysis to make the appropriate decision. These categories may include: damaged products, products that can be wrapped and sold again, products that can be recycled, etc.
It is necessary to rely on an advanced system that allows you to manage your returns and deal with them easily and provide a seamless return experience for customers that enhances their trust and loyalty to your commercial activity.
You can now create a free account on OTO, the leading shipping gateway in the Arab world, and enjoy the various logistics solutions provided, including the innovative returns management system that enables you to control your returns easily and simply through a single, fast, and smooth control panel, as well as direct linking and dealing with more than 200 local and international shipping companies, and linking with more than 20 famous e-commerce platforms and shipping your products at competitive prices and discounts of up to 90%.
Screenshot of the OTO control panel for managing orders and returns
Finally
You must know that overcoming the problem of increased returned shipments requires a lot of time, effort, and professional and sustainable planning to limit this problem, which is a fundamental issue in the field of e-commerce and the retail sector.
Therefore, it is necessary to work on providing flexible and clear return policies, improving product quality, enhancing the efficiency of the packing and wrapping process, and choosing reliable shipping companies that have high experience in dealing with various products to deliver them with the best quality to consumers. All these matters represent the main factors or pillars for reducing returned shipments and thus achieving sustainable success in the world of e-commerce.
إيهاب محمود