Ecommerce: ¿Cómo evitar que el proceso de devolución sea una molestia?

How to avoid making the return process a hassle

Reverse logistics in ecommerce is one of the most worrying issues for sellers and buyers. 80% of consumers admit to having abandoned retailers after three bad experiences, says CAPECE.

The ecommerce industry moved US$9 million in 2021, according to a CAPECE report. However, the bad news comes with the product return rate, one of the main problems of online stores.

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Beyond the costs for a sale that was interrupted, financial issues and procedures, the main thing with the return is whether it will affect customer loyalty.

A successful returns service should have two benefits for the user: speed, the option to choose when and where to return the package, instead of it being an imposition. If the buyer has made the decision to make a return, they already know that they will have to wait an additional time until they have the correct product in their hands. And that is why at pickit we provide a solution to simplify the process, which allows you to optimize times and costs.”, says Facundo Schinnea, Pickit’s director of regional expansion.

Around 30% of online purchases made in Latin America are returned, according to Statista.

All stores face the problem of reverse logistics, a process carried out by a company to manage a return or exchange of the purchased product. In physical stores, the cost is much lower, since the person goes to the store and they generally give them another product or refund their money at the same time, while in e-commerce this is more complex and involves a lot of time. dedication and large expenses in logistics.

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We have some labels that have a tracking code incorporated and serve so that buyers have the possibility of choosing, without prior notice, the closest point to return their purchases, which makes this process more bearable and dynamic, avoiding inconvenience and loss of time for the buyer”. explains the director of regional expansion and co-founder of pickit, a logistics technology solution for ecommerce.

It should be noted that returns are not only a complication for sellers, but also for users.

80% of consumers admit to having abandoned retailers after three bad experiences, according to CAPECE. The exchange and return policies are not clear or it is difficult to connect with the companies to carry out the corresponding management.

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