RETURNS AND CLAIMS HANDLING IN E-COMMERCE

It might seem like the need to look after the buyer's needs ends when the deal is completed. However, this is not true. On occasion, you may find that you have noticed any irregularities in the order you received or you wish to exercise your right of withdrawal to return the product you purchased. At these times, we can talk about after-sales customer service. It consists of all the activities that the entrepreneur performs to enable the customer to deal with a specific case after the purchase of the goods.

Customers rate their experience with a particular company based on both the process flow of the order and the quality of the help provided if they have problems with their purchase. That’s why it’s so important to have a well-organized post-sales customer service for complaints and returns. The process can often impact whether a person chooses to repurchase a particular store or already permanently supply a range of customers from a competitor brand.

Returns handling is an integral part of e-commerce. Importantly, customers are returning more than just because they were dissatisfied with the product they received. Many shoppers want to see, try, or test a product first, and then decide whether to keep it, or to return the item to the seller and get the money back. However, it is definitely not in the seller’s interest to make the return difficult for customers. Why? Here are a few reasons to ensure a seamless after-sales consumer experience:

• If the customer notices that your company also cares about the people making the return or complaint, they are more likely to shop online again.
• By providing shoppers with a simple returns or returns process, you build trust in your brand
• if the seller fails to inform the seller of the fourteen-day period that consumers are entitled to return the goods purchased from a distance without consequence, the period for which is extended to 12 months;
• A well-served customer is more likely to recommend your services to loved ones and friends.

It shouldn’t be too difficult to return merchandise purchased on the store site – shoppers value the simplest possible solutions, and unclear procedures can prevent them from placing an order. So, what should you do to ensure that the number of returns in your store is as small as possible and that the process itself does not discourage consumers from shopping? Here are some tips:

• Maintain good merchandise descriptions and pictures – describe the products you sell as accurately as possible, preventing many situations that the customer might be unpleasantly surprised about
• Inform prospects of return terms and conditions. Don’t forget to include your return time, which is 14 days under the Act. Also, don’t hide your data – the customer may want to verify your credibility as a merchant;
• Make it easier for the customer to gather information about the return process itself. To do this, you can prepare a dedicated page and convenient forms that step-by-step guide the returner through the process.