Holiday returns soars as online sales grow: 5 Tips to handle holiday returns efficiently

Holiday returns soars as online sales grow: 5 Tips to handle holiday returns efficiently

Did you know the average rate of holiday returns for online sales in 2021 was 20.8% as compared to 18.1% last year!

As online sales are growing, returns of merchandise purchased are also growing. The increase in holiday returns is the cause of every retailer’s concern.

A report by Salesforce revealed that an average retailer suffers a loss of $106 million against every $1 billion in sales because of holiday returns.

Hence, eCommerce retailers must kick their strategies in gear to make up for the loss and deliver a frictionless return experience to build customer loyalty.

Here are some tips to create a seamless return experience and stay on the top of the game this season. Let’s begin-

5 tips for a smooth holiday returns experience

1.Tweak your return policy

You must have a return policy in place to deal with the products coming back to your store after the holiday sale season. Now it’s time to modify the policy as per the incoming returns. You may extend or fix the return deadline to ensure maximum customer satisfaction. After you have set a holiday-specific return policy, display it on your homepage or product page to send a clear message about return deadlines.

online sales and holiday returns

2. Armour service agents with the right tools

Your service teams need to be equipped with efficient tools to deliver a pleasant experience to customers coming for holiday returns and exchanges. 

With tools like Slack, Shopify retailers can leverage the platform to connect and collaborate service agents with other teams and customers to offer faster resolutions.

3. Utilize insights to address reasons for returns

You may use smart tools to gain insights on why customers are returning goods and can utilize this information to address the issue. With tools like Return Reporting in Salesforce, you can customize reason codes to know the reason for returns and thus can track patterns over time.

4. Create a category for return products

You should keep your inventory organized by categorizing your returned products. By classifying them into categories, you will be able to sort those products and find out which of them are resaleable and which should be scrapped.

5. Build customer loyalty

A Study found that 76%of the shoppers who gave high ratings on return experience came back again for more purchases in the future. Thus,  you can increase your brand loyalty by offering a seamless return experience by using the right solutions.

Wrap Up

We hope that the write-up helps you in handling your holiday returns like a pro!

And, for leveraging Salesforce tools for driving customer satisfaction, sync your Shopify store with Salesforce using the Shopify Made Easy connector app. The app is available on Salesforce AppExchange and if you need any assistance with the app, you can schedule a demo call by clicking on the link here.

About the Author

Piyush Singhal

Co-Founder, Director | HIC Global Solutions | Salesforce Consultant | AppExchange Strategist

An outcome-oriented technology leader with a global outlook, Piyush has over 8 years of experience in Project Execution, SDLC Planning, Salesforce, CRM, Salesforce Mobile, and Piyush, a seasoned Salesforce professional started HIC Global Solutions in 2015 after filling senior development positions at front-running company names in the Salesforce development industry. He looks forward to challenging Salesforce development tasks, delivering novel apps for AppExchange listings, and forging global partnerships through working with passionate people.