How to Manage Serial Returners for Ecommerce Businesses

Running an eCommerce business means every day is different. One could be dedicated solely to packing and shipping items, the next to updating your site with new products. All part and parcel of being an online retailer.

But there are certain aspects of the job that throw even the most seasoned sellers for a loop. The challenge of serial returners and how to handle them, for example.

You want to serve your customers as best as you can. But after a certain point, there’s no denying that something needs to be done. According to KPMG analysts, returns cost retailers close to £7bn a year. 

So, how can you go about preventing recurring returns while maintaining good customer relationships and doing the best for your business? Read on to find out.

What Are Serial Returners?

As an e-commerce business owner, you’re well versed in the process of delivery and returns. But what is a serial returner and how can you spot one? A serial returner is not a customer who returns only one or two items during the holiday season or after their birthday.

A serial returner is a customer who makes a habit of regularly and repeatedly returning items they have purchased or someone else has purchased on their behalf. This can be someone who is bad at controlling their spending habits and later regrets many of their purchases. But it could also be a customer who has some sort of bad intentions.

Because of this, a serial returner can be a thorny issue to handle. That said, returns are a costly thing for sellers to deal with. They represent trillions of dollars worth of losses for retailers each year.

How to Lessen the Burden of Returns

There are a few different tacks you can take when it comes to dealing with serial returners and returns in general. Amazon chose to ban all serial returners. This is a risky tactic, and for smaller retailers should only be used as a last resort.

Before getting to that stage, try these tips to prevent returns instead. First, try providing more accurate information about your products in your online product descriptions. If you sell clothing, improve your sizing charts.

You can also refine and clarify your returns policy. Make the product return time window shorter and make sure your policy is prominently displayed and explained on your site.

You can also improve your shipping process to ensure that your items always arrive on time and at the correct location. This, in turn, will decrease the chances of an item arriving late for a specific date or no longer being wanted when it does arrive. This is an easy and effective way to help reduce returns while keeping your customers happy.

Make Shipping and Returns a Breeze With SmartConsign

Serial returners are a problem, but not one that can’t be solved. If you’re tired of losing money to avoidable returns, SmartConsign can help. Request a demo today to see how you can level up your business with our smart shipping logistics support system.