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How To Handle Product Returns – The Right Way!

Puneet Bhalla

Associate Director - Marketing @ Shiprocket

March 16, 2015

4 min read

Managing product returns and avoiding them altogether are often the focus concerns that plague our entrepreneurial minds. We bring you some valuable tips to handle product returns, without denting your inventory or clientele.

Product Returns are part of running a successful ecommerce business. The percentage of returns could be higher; therefore, operate your online store in a way to generate a higher customer satisfaction. Consequently, a comprehensible return process must be deployed, a poorly structured one will earn a bad reputation for the company, resulting in poor sales, leading to customer loss and lower revenue generation.

Handling Product Returns – Getting Started

State Your T&Cs Clearly

Ensure that your customers are well aware of the Terms & Conditions of your eCommerce store. The product return policy should be clearly outlined on your website. Doing so, customers will shop with greater confidence, and will not have to undergo the tedious process of contacting the business call center for their inquiry.

Make Returns Effortless

Make return options easy, reliable and readily available for the customer. You must publish the same on your E-Commerce store the different modes of returning the purchased goods, like the courier collection service, via the post office, or engaging multi-channel retailers. The return process entails identification, disposal, processing for re-sale, unloading, or a return to the manufacturer, and must be processed in an organized manner.

A process to utilize the product in its entirety is critical. As compared to placing an order for a new item, refurbishing the same item has a lower cost. However, if an item cannot be fully restored, leave it, concentrate on different methods to salvage your revenue generation.

Analyze Your Cost Of Returns

Evaluate the probability of return orders and the costs associated with entire procedure. You must hire extra workers, especially post the holidays to meet the upsurge in product returns. Streamlining the procedure, will ensure that your ultimate business process of sales and revenue generation is not stymied.

Outsource Non-Core Processes

In order to concentrate on the core business processes eCommerce retailers can outsource the product returns process to a specialist. This saves the time and reduces any hassle that the seller might not have been prepared for.

How to Reduce the Rate of Returns

Keep Product Description Clean

Present clear product descriptions and images on your online product catalogue. Options like rendering multiple product views, displaying the product in different colors, and posting customer feedback are critical for the success of your online store. Such activities help build customer’s confidence and influence their purchase decisions, eventually boosting your sales revenues.

Ensure Correct Shipping

Ensure prompt and correct deliveries of the items to your customers. Receiving damaged or incorrect goods will significantly diminish the probability of repeated purchases.

Clearly Mention “Out of Stock” Products

Offering stock availability in “real-time” is a brilliant way to keep your customers hooked. With regular update of your products catalogue, your customers know about the “out-of-stock” products and their availability for making the future purchase.

Deliver More Than Promised

As the adage goes: “Under Promise, Over Deliver”– you may have assured your client 24-hours delivery, but if you deliver the product in just 6 hours, you have won the deal! Remember, an amazed customer will spread the positive word around about your services, leading to repeated and new customers. Now who doesn’t want to boost their revenue profits?

With these factors in mind, you will soon be on your way to manage product returns efficiently, leading to better revenue management and a profitable eCommerce business.

We hope by now you have a better idea about product returns and how you can effectively manage the same. Let us know your feedback and suggestions in the comments below. To get more informational content about eCommerce, check out our blogs here.

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8 thoughts on “How To Handle Product Returns – The Right Way!

    1. Hi Alok,

      In this case, I request you to speak directly with the seller from whom you ordered the product. Shiprocket is only responsible for the delivery and does not account for any other aspect of your purchase. Hope that helps and may you receive a resolution soon.

      Thanks and regards,
      Srishti Arora

    1. Hi R Lalitha,

      To return your products, you will need to contact the seller from whom you purchased the product. As Shiprocket only delivers the product to you, we will not be able to provide you with a solution for the same. We hope you get a resolution soon.

      Srishti Arora

    1. Hi Nihar,

      In the case of returns, you will need to contact the seller from whom you purchased the product. Shiprocket only works to deliver the product to your doorstep. All other concerns such as returns, exchanges, etc. are the responsibility of the seller.

      We hope you receive a resolution soon.

      Thanks and regards,
      Srishti Arora

  1. Dear Concern
    With lot of trust!! I have booked a product( wrist watch fossil Gen 5 touch screen smart wat h) on 7th January 2020 at 8.22pm. , on 13th January 2020 i have recieved your courier around 3.30pm at my address. For that i have paid Rs. 1800/- and recieved it. After recoeved the courier just i had opened it. But unfortunately i have not been found my booked product.they have sens on that place onther product.(kids watch).which is worth of around 100-200 rupees.
    I do not know why people are did this mistake.really am very fedup your way of treatment.,very disappointment your services. I have been planned to gove goft on Birthday.
    You please check it once again and review the product and will right product me back again.please share address will send back.

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