The way an ecommerce business handles returns has become a major draw for customers. According to a recent survey, 62% of consumers returned or exchanged an item in 2013 (up from 51% in 2012). Not surprisingly, 85% of customers will not do repeat business with a company if the returns process is complicated or inconvenient. There are a number of reasons why customers return merchandise. Some reasons include defective merchandise, unwanted gifts, wrong products, and dissatisfaction with a product. In the following infographic, we’re outlining additional research about the state of returns, highlighting more reasons why people decide to return merchandise, and presenting clear recommendations that can help business owners understand how to implement an efficient returns process. In addition, we’ll also explain how the United States Postal Service is working to streamline the returns process. As a business owner, it’s ultimately up to you to develop an effective and efficient returns process that keeps customers coming back for more.
