Let’s keep customers coming back to your eCommerce store with easy returns from DHL

Shopping online is easier and more popular than ever. However, statistics from Invesp suggest that almost 1 in 3 items ordered online are returned, so it’s no surprise that 67% of shoppers check the returns page before making a purchase.

According to a global study into online returns by customer experience experts Narvar, 45% of consumers abandon online transactions if delivery and returns concerns are not addressed.

50% of all 1-star reviews on Trustpilot are related to poor post-sales experiences

Making a purchase online is only the beginning of the customer journey. Narvar also reports that 50% of all 1-star reviews on Trustpilot are related to a poor post-sales experience.

Successful eCommerce retailers must consider the post-purchase aspects of the customer experience with as much care and attention as the pre-purchase stage. That includes order and delivery status updates, packaging, personalised communication – and the ease of the returns process.

Due to sizing issues, online fashion retailers need to be particularly mindful of their returns process, but it should be a high priority for every eCommerce business.

Getting returns right means 9 out of 10 shoppers will buy again*

eCommerce is big business right now – but the longevity of your brand’s success will depend on retaining customer loyalty. 53% of customers believe that thoughtful, personalised experiences are more important than price or discounts**.

A frictionless returns process is one way in which you can show your customers you care about them, encouraging them to buy from your website again and again.

Clunky returns that require the customer to put ink and paper in their printer (if they even have one) and their hand in their pocket are now outdated. To stay competitive, your eCommerce business must make returns as hassle-free as possible.

Fullers Logistics launches DHL returns

Here at Fullers Logistics, an end-to-end fulfilment service in Hampshire and Berkshire, we strive to empower our clients. We want to do everything we can to ensure that your business thrives.

Recognising that fuss-free returns enhance your brand reputation (and therefore your growth), we are pleased to introduce you to a new returns service - DHL Returns. DHL is one of a network of trusted worldwide couriers that Fullers works with.

How DHL Returns works

DHL has partnered with Narvar to effortlessly enable online branded tracking and returns. An online branded return portal allows your customers to return items by following five simple steps:

• Shopper goes online and starts a return
• Enters order number and email address
• Provides details of item to return and reason/s why
• Option to use pre-printed label enclosed with order, print a label, or download a code
• Chooses a local drop off point and takes the parcel there
• Receives a confirmation email

47% of shoppers want an easy way to print a return label*. With DHL Returns, they have the option to bypass printing altogether by using a code, or Fullers can include a pre-printed label when we send the goods out in the first place.

Returns labelling and updates will feature your brand look and feel, so all communications look like they’re coming directly from you.

Thousands of local drop off points are located across the UK, at high street retailers such WHSmith, Ryman and Robert Dyas, as well as many independent shops and newsagents. Many of these are open 7 days a week from early until late, making this returns service easily accessible to many.

You may wish to build custom features into your DHL Returns solution, such as multilingual options.

What happens to the returned goods?

When you outsource your fulfilment to Fullers Logistics, we’ll receive any returned goods, check them based on your specific returns policy criteria, clean, quarantine, and restock them safely in our warehouse.

Trying to manage this yourself in-house can take up a lot of time, space and resource, so let us take care of it for you. We work with all major couriers and process returns the same day.

Fullers’ warehouse management system (WMS) can be synced with all major eCommerce platforms, including Shopify, WooCommerce, Magento, and others. You will be kept updated on stock levels and on all reasons for returns.

Information like this can help you improve future product design or highlight where you need to change the images and description of products on your website, so they’re more accurate.

Easy returns are a win/win and boost repeat business

92% of consumers buy again following a good experience*. Whether you use DHL Returns or not, Fullers Logistics’ fulfilment experts will deal with your returns carefully, accurately and quickly, keeping your customers happy today - so they’ll return to your eCommerce store tomorrow.

Contact us today to discuss your requirements for storage, picking, packaging and returns.

Sources:
*Invesp
**Narvar