The return rate of US e-commerce is as high as 30%! It is important to flexibly adjust the return policy!

It is learned that with the booming e-commerce economy, its return rate is also rising. In 2020, the total online consumption in the United States reached 861 billion US dollars, an increase of 44% over the previous year. However, the return rate is as high as 30%, which is much higher than the proportion of physical stores (8%~10%).

Here are a few important and simple tips to take when creating or adjusting your return policy:

• Make sure your return policy is easy to find

By prominently displaying its return policy on the main menu or homepage of the website. Consumers tend to feel more confident purchasing from a company that has clear return options.

When crafting your return policy, don’t make it generic or impersonal; instead, make it act like a testimonial, reinforcing your company’s commitment to its customers throughout the entire shopping experience.

• Set clear terms

A good return policy will include three major elements: what, when and where. Indicate how long the refund process will take and what steps are required. The more detailed the description, the higher the customer satisfaction.

• Treat your return policy as an extension of your customer service

If a business has a strict return policy, consumers will be less likely to buy their products. Carefully evaluate your current policy and determine the language that needs to be adjusted. In addition, communication is also important. Follow up with customers through email or text messages to optimize your products while reducing return rates.

Editor✎Irene/

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