An effective returns strategy is key to overcoming logistical challenges and preserving a seamless customer experience.
If you’re a UK based online retailer looking to expand your customer base overseas, handling returns on a global scale is crucial in maintaining customer satisfaction and building trust in your brand.
An effective returns strategy is key to overcoming logistical challenges and preserving a seamless customer experience.
So, how do you navigate the complexities of global returns from your UK base? Here are some insights and tips to help.
Understanding Global Return Trends
Evolving Consumer Expectations: As e-commerce continues to thrive, consumers worldwide have come to expect a hassle-free return process. According to a report by Statista, global return delivery costs reached over US$1 Trillion in 2019, emphasising the need for retailers to prioritise efficient return solutions.
Regional Variances: It’s important to recognise that return preferences vary across regions. A study by Narvar revealed that 75% of consumers in the UK actually prefer in-store returns, while 46% in the U.S. prefer drop-off locations. Tailoring your return strategy to suit regional preferences enhances customer satisfaction.
Top Tips for Global Returns
Clear Return Policies: Communicate your return policies on your website clearly. According to a survey by UPS, 66% of customers review a retailer's return policy before making a purchase. Transparency builds trust and sets expectations for customers worldwide.
Utilise Technology: Advanced tracking systems to monitor returns in real-time not only enhances visibility and communication with customers. According to a study by Accenture, 83% of consumers expect regular updates on their return status
Localized Customer Support: If you can, offer multilingual customer support. A study by ICMI found that 58% of customers are more likely to make a purchase if customer support is available in their native language.
Strategic Warehouse Placement: Consider strategically locating warehouses to reduce return shipping costs and transit times. DHL found that optimising warehouse locations can decrease return shipping costs by up to 30%. Asendia has warehouses and fulfilment centres across the world that can help reduce costs of shipping to various worldwide markets.
Collaborate with Local Carriers: Partner with local carriers to streamline the return process. Collaborating with carriers familiar with local regulations and delivery networks improves efficiency and reduces the risk of delays. This can be difficult to do directly but quality delivery solutions providers like Asendia already have strong relationships with ‘final mile’ carriers and are developing these relationships to include first mile solutions for returns.These are a mix of national postal operators, alternative delivery providers and commercial parcel companies, with each one chosen because they offer the best balance of price, reliability and features.
Offer Return Shipping Labels: Provide pre-printed return shipping labels to simplify the return process for customers. Studies show that 95% of customers are more likely to make a repeat purchase if the return process is easy.This is also something you don’t have to worry about yourself, companies like Asendia can also offer services that plug into the e-commerce area of your website, so your shopper can process their return and get labels from within their online account.
Navigating global returns is a massive challenge for UK e-commerce retailers. By understanding global return trends, implementing top tips, optimising logistics, and partnering with ecommerce logistics providers like Asendia, retailers can create a seamless returns experience that contributes to customer loyalty and international success.
