Effective return management and a seamless checkout process are crucial for the success of any ecommerce business in India.
Because -
- 7 out of 10 shoppers abandon their carts before completing the checkout
- 28% abandon their carts due to a complicated checkout experience
- 78% expect a fast and easy checkout process, while 47% of want it to take than 1 minute
- The ecommerce returns rate in India is estimated to be 30-40% on average
- The cost of reverse logistics, which includes shipping, handling, and processing of returns, is estimated to be around 8-10% of the total e-commerce revenue in India
- By offering hassle-free returns and refunds, ecommerce companies can improve customer satisfaction and loyalty rates by 30-35%
The checkout process is the final step in the purchase journey.
- User-friendly design: The checkout page should be easy to navigate and use, with clear instructions and minimal distractions.
- Multiple payment options: Offer multiple payment options to customers, including credit/debit cards, net banking, mobile wallets, and cash on delivery.
- Secure payment processing: Use a secure payment gateway to ensure that customer payment information is protected.
- Mobile responsiveness: With a significant percentage of ecommerce traffic coming from mobile devices, it's important that your checkout process is optimised for mobile users.
The Return/Refunds/Exchanges stage is the final step in the customer experience journey.
- Automated system: For immediate action instead of manual involvement in the fast moving ecommerce world.
- Easy returns process: Make it easy for customers to initiate returns. This could involve providing a prepaid return label or allowing customers to initiate returns through your website.
- Timely refunds: Ensure that refunds are processed promptly once products are returned. This helps build trust with customers and encourages them to make future purchases.
Together: Return Management & Checkout System
When both are handled by a single entity, the perks offered come in 2’s
- Data, and
- Performance
Data -
The compiled data from customers on every checkout and the corresponding return rate and reason helps brands understand
- The interest behind the purchase, and whether the return was due to false promises or other factors
Performance -
Optimisation of your checkout in terms of upselling and cross selling, or improving returns and the efficacy of its automation - all take place parallelly.
Meaning, you understand your clique by understanding individual customer journey in both “Checkout Experience” and “Return Experience”
[Note: Pragma optimises performance with the help of data from 450+ brands]
To Wrap it Up,
A well-designed return management system and a seamless checkout process are crucial for the success of any ecommerce business in India. By prioritising these elements, you can build trust with customers and encourage repeat business.
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