Did you know return volumes can amount to 10% to 30% of your season’s sales? It's true! Fortunately, you can minimize the impact to your bottom line by learning how to properly manage your returns process. Keep your customers coming back— despite returns—using the tips we'll share in our upcoming webinar. Learn how to: Turn returns into sales Write a clear return policy that doesn't hurt your sales Decide if free shipping is right for you Prevent returns during the sales and shipping processes Cash in on outstanding credits and gift certificates

1. Manage Returns and Keep Customers
Keep your customers coming back – despite returns
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2. What should you expect?
20% to 30% of
your holiday sales
Holiday
ecommerce sales
expected to
increase +17%
Products with a
10% or lower
return rate.
• Gifts
• Home Products
• Toys

3. Did you share enough product information?
• Was product information written clearly?
• Did you provide as much technical data as possible?
• Do you have multiple images with multiple views?

4. Process for package and send the goods
Outside shipping
and packing help to
reduce returns
What is the visual
impact when the box is
opened?
Build in quality
checks on picking
and packing
Dr. Foster and Smith Pet supply reduced returns from 5% to
2.28% with tighter controls on shipping

5. Triple check customized product before shipping
Details of the order
Billing history of customer

6. Include that extra message
- Biggest return reason when goods
are quality; not knowing were
battery goes
- Extra directions/diagrams on how to
start using
- Consider additional email with
directions or just say “Thanks”
© 2013 Bigcommerce Pty. Ltd.
Thanks for purchasing! Not
sure how to start having
fun with your toy?
1) You will need 6 AA
batteries
2) Find the battery
compartment on the
bottom of the car.
3) You will need a
screwdriver to open
the compartment.

7. Return Policy
- Clear and easy to understand- 10 second rule
- How long do I have to return
- Refunds or store credit? When and why
- Who is responsible for shipping back?
- Don’t hid it, make it easy to find
- Not sure how to explain the policy? Inspiration from the best.
- Apple - http://store.apple.com/us/help/returns_refund
- Steve Madden- http://www.stevemadden.com/ContentDisplay.aspx?pageID=1023
- Zappos (Check out their use of video directions- http://www.zappos.com/shipping-and-returns

8. Plan for your return costs
Plan for approximately 20% of sales to
be returned, plan labor time & cost
Merchandise defective? Contact your
supplier for refund
Each return left unprocessed = lost
dollars in sales
If you are at fault, (color, product,
size) do right by customer and eat
the cost.

9. Merchandise only seasonal offering?
Clearance section or “left on the counter” for deep discounts
Consider putting info in
the box about seasonal
sales.

10. To offer free shipping on returns or not?
• Your mistake- you offer free shipping for that
return
• Free shipping on returns leads to future sales
“One sale vs repeat sales”
Not offering free shipping on
returns?
81% less likely to purchase
again
Over two years return
shoppers decrease spending
by 75% to 100%
More trust you show in the
customer the more their
spending will go up.
Think like your customer:
(Ship to Me)+(Ship back)=
Cost to me to find out it
does not work

11. Questioning if free shipping is right for you?
• Offer only on orders that margin on goods
will offer cost of shipping on return.
• Example: Orders (not products) with a
value over $150 will be eligible for free
shipping on returns
• Profit from the balance of items
remaining in the original order

12. Returns need to be easy and set up to sell
•
•
•
•
Provide “how to start” directions in the box or where they look
What paperwork is needed?
Should they visit a site to start the process?
What replacement options exist?

13. Set expectations on both sides
Provide timeline in
notice of return email.
Cover the when, what
happens and how to
connect
What format refunds
come in and make sure
to log into gateway to
complete
Don’t leave in the box,
get back in inventory
and ready for a sale

14. Keep the sales coming
− In return confirmation email offer immediate discount to
say “Thank you”
− Feature similar products to return goods and link to
seasonal sale section of store
− Most often returned due to color or size
− Motivate to repurchase right size/color at a discount

15. Keep the customer who returns
• Proactively ask for
their experience
• Listen to feedback in
social media
• Identify and Act

16. Nurture the gift certificate sale
• 81% of holiday shoppers will buy
at least 1 gift certificate = $30
billion in sales for the season
• Look at your store records who
purchased and who received
• Treat your credit holders the
same as the gift card holders

17. Nurture the gift certificate sale
• Custom email to holder that includes
amount and specific discount inviting to
shop
• Encourage registration in store of you to
feature specific benefits to gift card
holders
• No purchase yet, feature merchandise in
the price point = gift card value
• Share customer reviews on the store
quality of the service and merchandise
• Connect in social with helpful info about
lifestyle around the product

18. Start nurturing for sales today!
Bigcommerce has all the selling and
marketing tools you need to sell built right in.
Free trial of Bigcommerce to use all the tools
www.bigcommerce.com
Use #BCHolidayTips to continue the conversation