Returns and exchanges: online retailers must get it right

Managing product returns & exchange is one of the biggest logistical challenges that online retailers face today. Discover how to get started.

Keeping customers happy

Is your business missing out on a golden opportunity to create a positive customer experience? As all good retailers know, the customer journey doesn’t end when they click the buy button. It would be a shame for you to put in all that hard work on marketing and usability, only to stumble when it comes to the delivery experience.

Holding onto customers requires keeping them happy. In the time between a customer purchasing your product and getting their hands on it, communication is absolutely crucial. Good communication can go a long way to alleviating anxiety, and can be a great opportunity to continue the conversation with a customer while you have their attention.

Delivery confirmation emails are the perfect way to do this.

What to include in confirmation emails

Keeping your customers informed can go a long way. It comes down to letting them know what they can expect next.

Assuming you have captured the customer’s email address, you should send a confirmation email. If you have a marketing automation program, this can be triggered automatically. Ideally, it should contain an estimated time of dispatch. If the item is out of stock, include the estimated reorder date. While you have your customer’s attention – and providing you have their consent – these emails are also a great opportunity to promote sales and special offers, or to point people to your social media channels.

Depending on which StarTrack service you use, your customers may also receive tracking notifications from StarTrack via email and SMS – so remember to capture their mobile numbers and email addresses in your delivery manifest. If you use these services, let your customers know they should expect an email from StarTrack when the item is shipped. And most importantly, include their parcel’s tracking number.

A reliable delivery date

For many businesses, managing stock flows requires careful planning and precision. This is where reliable delivery comes in.

“Businesses need certainty, dependability and on-time delivery, whether it’s for parcels, pallets or full trailer,” says Allan Weir, Product Manager - StarTrack Express and StarTrack Premium. “Track & Trace puts the power in the receivers’ hands. Tracking notifications are about being proactive, so the receiver doesn’t have to worry.

“For same-day metro deliveries with StarTrack Courier, setting the expectation around the delivery time frame is paramount, says Jade Grimwood, Product Manager - StarTrack Courier.

“Whether it’s three hours or an hour and a half, your emails should let the customer know exactly when they can expect the van to arrive,” Grimwood says. And you should always include a link to the Track My Courier App.

Want to find out more about creating a great customer experience?

Clear communication, more control

Keeping customers happy during the delivery process comes down to communication and control.

The more the customer knows, the less they will worry about delivery. The more control they have over their parcel, the better they will feel about the entire purchase journey. Ultimately, setting clear expectations is key to creating a great customer experience.

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