How to reduce the number of refunds to online shop

Accept the fact that you can't sell without returns - there is no such thing. You can't influence the customer's decision when he returns a product because he's not in the mood. But you can influence other reasons.

We've compiled a list of the most common reasons for returns:

• Mismatch of expectation and reality - the product is not as pictured;
• Long delivery;
• Clothing or shoes did not fit the size according to the size/structure of the body, feet, etc.;
• Did not like the colour or it is very different from what is stated in the description;
• Extraneous unpleasant odours;
• Fault, defect, malfunction;
• Damage to the goods or packaging during transport;
• Presence of traces of use of the product (for example, someone has tried it on before);
• Personal reasons (bad mood, Mercury retrograde, etc.).

People often return a product because the colour, image of the product and its characteristics in reality are significantly different from those indicated in the description and presented in the photos. The result is disappointment and return. To avoid such unpleasant moments, managers Mafpels trading advise to check all information about the product on the site, make the best possible quality photos reflecting the appearance of the product (or make a note in the product card that the colour of the product in reality may differ). Also create the most detailed description of the goods, but do not specify what is actually and close to not. For example, if a robot hoover cleans a 20 square metre room in 10 minutes, don't write that it will do the job in 3 minutes.

This is another frequent reason for returns, as customers are spoilt with fast delivery speed. Besides, it happens that the customer ordered some goods as a gift, for example, for the New Year or the birthday of a particular person. If the birthday is on the 20th, and the goods arrived on the 27th, it is, of course, very bad. The solution here is simple and straightforward: try to send the goods as soon as possible.

How else can you reduce the number of returns? Here are a few more tips.

Be sure to work with reviews. Respond to both negative and positive comments from buyers. This way people can understand that the seller cares about their reputation and customers.

Maximise the number of photos as much as possible. Add photos of the product that show it from different angles. It is important for a person to consider the future purchase from all sides.

Provide detailed specifications: colour, size, width, range, frequency, battery capacity, etc. This is useful not only to reduce the number of returns, but also to search for the product using filters.

Add videos. Videos always give a more complete picture of a product than photos, MAFPELS marketers recommend.

Remember, the more detailed and accurate information a customer gets while selecting a product, the more likely they are to repurchase it.