January traditionally sees the highest amount of consumer returns following Christmas with an estimated 31% of us returning items bought on line. ‘Take-back Tuesday’ after the Christmas break was expected to see a jump of over 50% of parcels at Post Offices as the rise of internet shopping transforms not only the way we buy our Christmas presents but how we dispose of or exchange any unwanted gifts afterwards.
Instead of the usual queues at the Customer Returns desks in store – customers are increasingly preferring to send the goods back by post. Customers using the Tracked Returns service simply select the name of the retailer or supplier from a list of more than 1,000 brands on the Royal Mail website, print off a label and deposit the parcel at a Post Office. So much less arduous than fighting the crowds at the bricks and mortor counterpart.
So with this change in shopping habits, it’s important your packaging can stand up to the rigours of going through the postal system a second time, labelled and clearly addressed – ensuring you get your products back in great condition and available for re-selling. 64% of customers will give referrals to friends after a free or easy returns policy, including the ease in which to physically ‘repackage’ the goods so it’s a really important part of your ‘after care’.
Key things to implement so you can keeping your customers happy and your goods in perfect condition:
1. Does your pack include clear returns instructions for the consumer? Have you supplied returns labels? Many retailers neglect this very important part of customer service.
2. To make it easier for your customer, can the original pack be re-used to send your product back? The great advantages here are many – if designed correctly your product is returned safely and you are doing your bit for the environment which will be a big hit for your customers. Not only does this save them trying to find an alternative source of packaging, they are much more likely to order from you again as they gain confidence in a hassle free returns process.
3. Providing access to real-time tracking is a real plus for consumers who are worried that expensive goods may go missing in the system.
At Acopia, we have over 40 years of experience in packaging and offer bespoke returns solutions for your specific product.
Give the team a call to discuss your requirements – we would be delighted to share our expertise.