How to deal with “serial returners” and reduce the number of returns?

Published: 23.07.22Marketing
How to deal with "serial returners" and reduce the number of returns?

“Serial returners” are customers who regularly purchase items with the intent to return them. Dealing with these customers can be challenging for businesses, as it can lead to increased costs and decreased profitability. However, there are steps that businesses can take to reduce the number of returns and manage “serial returners.” Here are some strategies to consider:

  1. Set Clear Return Policies: One of the most effective ways to reduce returns and manage “serial returners” is to set clear return policies. This includes outlining the time frame for returns, condition requirements for returned items, and any associated fees or charges. By clearly communicating these policies to customers, businesses can reduce the number of frivolous returns.
  2. Improve Product Descriptions: Providing detailed and accurate product descriptions can help customers make informed purchasing decisions, reducing the likelihood of returns. Businesses can include high-quality product photos, dimensions, and specifications to give customers a better understanding of what they are purchasing.
  3. Implement Customer Reviews: Customer reviews can provide valuable feedback on products, which can help reduce returns. By including customer reviews on product pages, businesses can provide social proof and allow customers to make more informed decisions.
  4. Offer Virtual Try-Ons: For products such as clothing and accessories, offering virtual try-ons can help customers visualize how the product will look and fit before purchasing. This can reduce the likelihood of returns and improve customer satisfaction.
  5. Collect Customer Feedback: Collecting feedback from customers who regularly return items can help businesses identify patterns and areas for improvement. This feedback can be used to make changes to product descriptions, return policies, or other areas to reduce returns.
  6. Use Data Analytics: Businesses can use data analytics to identify patterns and trends in customer returns. This can help identify “serial returners” and provide insights into areas for improvement.

In conclusion, “serial returners” can be a challenge for businesses, but there are steps that can be taken to manage them and reduce the number of returns. Clear return policies, improved product descriptions, customer reviews, virtual try-ons, collecting customer feedback, and data analytics are all strategies that businesses can use to reduce returns and improve profitability. By taking a strategic approach to managing returns, businesses can improve customer satisfaction and reduce costs.

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Author Avatar Łukasz Magierowicz

Key Account Manager. Supports customers in the implementation and configuration process of the Firmao system. He has extensive knowledge of CRM systems. He collaborates with customers to understand their needs and help customize the system to their specific requirements.

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