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Seamless Returns Policy: Boost Customer Satisfaction and E-commerce Success
The way you handle returns is a strong determinant of customer satisfaction. That's why it’s essential to develop a clear return policy and ensure customers can return packages smoothly. Anastasia Heaslewood, Product manager at Landmark Global, tells us more.
As the global e-commerce market continues to grow at a fast pace – projected to increase by 52% in 2024 compared to 2023 – online returns are also on the rise. While you want to limit returns as much as possible, having a transparently communicated policy in place is crucial. Make sure returning goods is as easy as ordering them, as customers satisfaction relies heavily on this.
A transparent and smooth returns policy boosts your online business
Today's customers are more savvy and often check your returns policy before making a purchase. Is it clear? Easy to follow? What are the costs? Will I get my money back? When? It's not enough to explain your policy clearly; you must also deliver on those promises. Recent research reveals that 87% of online shoppers in Germany and 83% in France check the retailer’s returns policy before purchasing online, with 53% and 51% respectively abandoning the purchase due to a discouraging policy. A well-executed returns policy can strengthen your reputation as a reliable online platform.
More than 80% of online shoppers in Germany and France check the retailer’s returns policy before purchasing online.
Ensure customers experience a hassle-free returns process
From a customer's perspective, returning a product can be a hassle. They need to inform the retailer, print a label, and then find a drop-off location. In most European countries the local post office remains a popular choice for returns. For example, in Germany, 69% of online shoppers prefer using the Post Office for their returns, while in France the figure stands at 32%. We also see a growing trend in Europe for the use of PUDO points and local shops as a convenient drop-off location for returning parcels.
More than 50% of online shoppers in Germany and France abandon the purchase due to the discouraging returns policy.
Rely on an e-logistics partner serving all of Europe
Our logistics network addresses the growing demands of the European e-commerce market. We have recently expanded our returns management service in Spain and Portugal adding numerous PUDO points— ensuring 90% of Spaniards and Portuguese have a PUDO point within 3 km of their home. We are committed to helping you build a trusting relationship with your customers and ensure parcels are returned properly and efficiently allowing you to resell the product quickly.
Why Landmark Global?
- Customer-friendly solutions: for greater customer satisfaction
- Convenient locations: Access to over 64,000 collection points and post offices across Europe.
- Competitive prices: Cost-effective reverse logistics solutions with no compromise on service quality.
- Choice of solution: dynamic routing via postal flows or our carrier network combined with international or local (in-country) returns to choose the most suitable option
- Speedy refunds: Efficient shipping and processing ensure faster refunds.
Open your world
Landmark Global is the trusted international logistics partner that powers your e-commerce growth. Reaching up to 220 destinations, our services include international parcel delivery, customs clearance solutions and returns management. It’s our business to deliver your promise, wherever, whenever
The UK’s Changing Consumer Rights Laws: What E-commerce Retailers Should Be Aware Of
Since the Digital Markets, Competition and Consumers Act 2024 (DMCC Act) has received Royal Assent, we are bound to expect major changes to the UK consumer protection regulations. The new regulations address harmful trading practices, including price transparency and product information, while also making it easier for the Competition and Markets Authority (CMA) to enforce the law. What do you need to know and consider, and what changes will be imposed on e-commerce retailer obligations? Read on to find out.
The Impact of the EU Digital Services Act on E-commerce: What Retailers Need to Know
The EU Digital Services Act impacts e-commerce stores on various levels. For starters, it requires stricter content moderation and improved transparency. To add to that, the legislation put accountability on third-party sellers’ legal compliance on platform owners. Failing to comply with this law can lead to fines or even a complete removal from the platforms. Therefore, in this article, we explain the new regulations in detail—read on to find out what they are all about and learn how to obey the new law.
Enhancing Customer Loyalty Through Subscription Models
Subscription-model customer loyalty programmes are relatively new but have already shown their power in the world of e-commerce. Sending products to customers regularly is not only a way to build loyalty but also to embrace convenience, which translates directly into a more pleasurable experience. In this article, we’ll look at the benefits of subscription models in more detail. We invite you to read on.
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