Ready to turn your returns process into a customer loyalty engine? Here’s how:

1. Make Returns Frictionless

The easier you make it for customers to return items, the more likely they are to return to you for future purchases. It’s really that simple.

Simplify Your Process: Ditch the complicated forms and confusing instructions. Provide customers with multiple return options like pre-paid shipping labels, a user-friendly online return portal, and convenient in-store drop-offs.

Speed Up Your Refunds: Process refunds quickly and efficiently, and keep customers updated about the status of their return request every step of the way.

Remove the friction from your returns process to create a positive experience that fosters trust and confidence in your brand.

2. Go Beyond the Basics

Don’t just meet your customers’ expectations – exceed them. Give your customers a convenient and flexible returns experience and they’ll be happy to buy again and again, knowing they can easily return items if need be. This is one of the best ways to improve your customer retention rates.

Using these strategies, you can provide a good experience and retain customers:

Extend Your Return Window: A standard 30-day return window is great, but offering an extended window (60 or even 90 days) can be an excellent way to show customers that you stand behind your products and value their satisfaction.

Offer Free Exchanges: Make it easy for customers to find the right product by offering free and easy exchanges; this encourages them to stay engaged with your brand. With ReturnGO, you can offer the most flexible exchange options, including any-to-any exchanges, a Shop Now experience, and in-portal exchanges. ReturnGO’s flexible exchange options work together with bonus credit and advanced automations to create an exchange experience that feels just like shopping.

Support In-Store Returns: For customers who prefer a more hands-on approach, allow online purchases to be returned to a physical store. This omnichannel approach adds convenience and provides a more personal touch.

Offer Store Credit Refunds: Offering store credit instead of a standard refund is a simple yet powerful strategy, since according to ReturnGO data, 68% of customers buy again after receiving store credit, leading to much higher repurchase rates and average order values than regular refunds.

3. Turn Returns into Relationship-Building Moments

Every return is an opportunity to connect with your customers on a deeper level and strengthen your relationship.

A customer who is returning a product is likely feeling some level of disappointment or frustration. Acknowledge their feelings, listen to their concerns, and let them know you’re there to help. 72% of customers expect the businesses they buy from to recognize them as individuals and know their interests.

Instead of just processing returns at face value, dig deeper. Is there a recurring reason why a particular product is being returned? Use returns data to identify potential issues and proactively address them. For example, if customers consistently return a product because it’s difficult to assemble, offer more detailed instructions, or create a video tutorial.

4. Reward Loyalty, Encourage Returns

Customer loyalty is a two-way street. When you show your customers they’re valued, they’ll be more likely to come back and buy again. 

Implement a well-structured loyalty program that rewards customers for repeat business, such as free shipping on their returns or a discount on their next purchase. This encourages customers to come back, and really shows your appreciation. 

Keep in mind that the longer the relationship with an online store, the more customers spend in a given period of time. In apparel, the average repeat customer spent 67% more than when they were new customers.

Use ReturnGO’s customer scoring capabilities to identify high-value customers and tailor your post-purchase experience to build even stronger loyalty and encourage repeat purchases.

5. Turn Feedback into Actionable Insights

Don’t let valuable customer feedback go to waste. Every return is an opportunity to learn and improve. 

Implement a system for gathering customer feedback during the return process. ReturnGO enables you to track and analyze returns data including the return reasons and requested resolutions.