According to Shopify, 30% of customers will send back the products they bought during the holidays, and the vast majority will do it within the first month of the post-holiday season.
This might make you have a second look at your stats, because when you account for these customers, you’ll notice conversions to go down and, thus, you end up with a higher CPA.
It’s something common for anyone in e-commerce, so Shopify shared some insights. Let’s dive into it!
Protect yourself from fraudulent returns:
Nothing beats prevention, right? You could decide it’s best to not fulfill high-risk orders. A couple more things to help you out:
If your business is more complex, POD for example, create automated workflows to notify printing manufacturers about the high-risk order.
Include a tracking number with each order. And also make sure to ask for a signature when the client receives the item.
Ban serial returners:
There are people that buy with the intention of using your product once and never keeping it.
Some clients order different sizes and colors of the same item, then only keep the one that fits well and send the other pieces back.
These are never gonna be useful clients for your business. You can’t know which customers are in this group, but mapping their behavior will point you in the right direction.
Automate the process:
This means that you can focus on value-adding tasks. Moreover, having an easy return process will raise conversions and CLTV.
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