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How To Improve Returns Communication

PROMOTING YOUR POLICY PRE-PURCHASE

  

CONCERNS ABOUT RETURNS ARE THE SINGLE BIGGEST BARRIER TO CROSS-BORDER TRADE.*

HEAD OFF THOSE FEARS.

TOP TIP:

Never miss a trick. At every opportunity, promote your easy returns experience because in doing so, you’re actually promoting new sales. It takes the worry out of shopping by sending the message - what’s the harm in filling up another basket? It’s like guilt-free shopping.

EMAIL PROMOTION

A great returns experience doesn't stop at "FREE". There are other great reasons to shout about your returns offering.

We get that returns isn't the first thing that springs to mind for an email campaign, but don't your customers deserve to know you've got their back?

Don't underestimate the steps you've already taken to improve their returns experience by working with ReBOUND. You're ahead of the curve by taking a pro-active stance towards returns and brushing shoulders with some of the top fashion brands out there.

EMAIL PROMOTION

SOCIAL PROMOTION

TOP TIP:

More and more, shoppers are bypassing traditional customer service channels and going social. Send out a few tweets and facebook posts to promote your new returns offering.

SOCIAL PROMOTION
PROMOTE BOTH YOUR POLICY AND PROCESS.

PROMOTE BOTH YOUR POLICY AND PROCESS.

ENGAGE IN A POSITIVE TONE AND PICK A FEATURE OF THE NEW RETURNS EXPERIENCE TO HIGHLIGHT
ENGAGE IN A POSITIVE TONE AND PICK A FEATURE OF THE NEW RETURNS EXPERIENCE TO HIGHLIGHT.
SOCIAL PROMOTION

POLICY REMINDERS

THINK BIGGER.
RETURNS DON'T JUST BELONG IN THE RETURNS POLICY.

TOP TIP:

Use key touchpoints such as the product page and basket stage to reinforce a flexible returns message. You don't need to go overboard - this can be a subtle link to the full policy, but by doing so, it can head-off any doubt which might cause checkout abandonment.

POLICY REMINDERS
POLICY REMINDERS
e.g

1

POLICY REMINDER
PRODUCT PAGE
POLICY REMINDER
e.g

2

POLICY REMINDER
BASKET STAGE
POLICY REMINDER
e.g

3

POLICY REMINDER
CHECKOUT STAGE
POLICY REMINDER

In 'The Great Returns Race' Benchmark, we measure the use of policy reminders in these 3 key stages of a shoppers purchase journey.

PROMOTING YOUR POLICY POST-PURCHASE

  
CUSTOMER SERVICE

ARE WE ALL ON THE SAME PAGE?

Has your help section built up over the years? Make sure there are no conflicting messages between your policy, your terms and conditions, your frequently asked questions and local language sites.

CUSTOMER SERVICE

Have you let your customer service teams know about the new returns advice and amended any scripts used by outsourced help centres?

THESE CHANNELS DON'T ALWAYS SAY THE SAME THING.
THESE CHANNELS DON'T ALWAYS SAY THE SAME THING

TRY SOME GHOSTING AND SEE FOR YOURSELF

WHAT IS GHOSTING?

We run dip-checks on the returns advice given to customers who get in touch about returns. We occasionally drop a line into your help centre to ask how returns are made. We call it 'Ghosting' and the responses we receive for international queries are often surprising. So don't forget to ditch the "just send it back to our UK address..." mantra.

ONLINE INTERACTION

EMAIL ORDER
CONFIRMATIONS

Communicate your attitude towards returns, not just the rules and regulations of your return policy.

Use the email footer for more space to communicate this in your brands tone of voice.

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EMAIL ORDER 
CONFIRMATIONS

Hassle- Free Returns

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Mirror the layout of your site for a consistent message

We hope you love the items you've ordered from us but if something's not quite right, it's no biggie. Find out how awesomely easy returns are here

OFFLINE INTERACTIONS

PARCEL PROMOTION

RETURNS PAPERWORK DOESN'T HAVE TO BE BORING. HAVE SOME FUN WITH IT!

Box

TOP TIP:

Don’t forget to revise the message you send out in the parcel too. This may seem like an obvious step in a customer’s return journey, but it’s often overlooked. So don’t forget to let customers know about the new way to return by promoting this within the parcel.

Examples of flyers in A5 Portrait

Examples of flyers in A5 Landscape

I'd love to discuss my returns strategy with ReBOUND