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NZ Post are experts in the logistics of online shopping. And with three out of five Kiwis now shopping online at least once a month [1] we’ve never been busier helping Kiwi retailers quickly and safely get their products into customers’ hands.
But let’s face it - with increased sales comes an increase in returns. The rise of online shopping means customers now expect simple and painless returns processes. To build a loyal customer base and future-proof their online growth, businesses need to address these returns challenges and opportunities:
Clarity
Cart abandonment rates sit between 60-80% for eCommerce, with an unsatisfactory or unclear returns policy a key driver [2]. Clear returns messaging, outlining options and potential costs, can make a significant reduction in your cart abandonment.
Visibility
If messaging should be clear, it should also be visible [3]. If you include free shipping on returns, or you have multiple options for returns (such as drop off at a PostShop) then you should make this clear as early as possible in the purchase journey - even at the product page level.
Tracking
The ability to track proof of posting, item status, and final receipt are just as important to customer peace of mind in returns as they are in delivery. Best in class returns processes keep the sender informed at every step of the journey.
Cost
With almost 20% of all spend now going online, the UK is one of the world’s most developed eCommerce markets. 60% of UK consumers now expect free returns for their orders - and if they don’t get it 47% of them will buy elsewhere [4].
Reduced Risk
Reduced risk really matters. Royal Mail’s 2017 report Delivery Matters [5] states 60% of UK consumers would not return to a retailer following a difficult returns process. And imimobile.com’s New Age of Digital retail finds a staggering 95% of customer will return for a great returns experience.
To learn more about how NZ Post can help you meet the returns challenge just pop your details in the form below and we'll get in touch.