This article is republished from the DiscountPandit Blog
Jabong has a No Questions asked 30 days Return Policy. Flipkart has a 30 days replacement guarantee. Yebhi has gone one step ahead and has a 100 days Return Policy.
E-commerce sites in India are going that extra mile to make customer experience count so as to ensure repeat purchase and word-of-mouth promotion. The money that has gone out of the marketer’s kitty to lure new customers can only be justified if the customer becomes a repeat buyer and / or gets new customers.
Under such a scenario, Return and Replacement Policy becomes pivotal. A recent study has found that 89% of online buyers say return policies influence their decision to shop with an e-tailer. Having a sound Reverse Logistics plan in place seems no more a luxury but a compelling need for e-commerce businesses in India.
While ecommerce logistics focus on delivering goods to a customer, reverse ecommerce logistics deal with getting the goods back from the customer.
In a survey conducted by PricewaterhouseCoopers LLP, customers were asked why they returned their product. Here are the findings.
Reason for Product Returns
(Note: multiple responses accepted)
Planning for the right Reverse Logistics strategy is actually a tight rope walk- you have to encourage your customers to buy on one hand and on the other hand you need to ensure that the overall profitability of your company is not affected.
Here are 8 important questions you need to ask yourself before you start formulating your reverse logistics plan:
1. The options that you will make available to your customer – Return, Refund, Exchange, Replace, Repair, etc.
2. If you are a multi-category e-tailer – what products will be covered in your Return and Replacement Policy?
3. In what condition will you accept the goods back?
4. Customer needs to send the goods or will you arrange for getting the goods collected?
5. Who will bear the Shipping and Freight charges?
6. Where the goods can be returned – head office, branch office, warehouse or to your offline store?
7. What is the time duration for allowing Returns – time between purchase by the customer to asking for a return?
8. What is the Lead time for the customer to get the final refund?
Remember that Reverse Logistics is no more a Supply Chain issue but it has the potential to affect your overall Branding and Customer Satisfaction levels.
Sai Rodinhood Pothuri
1) i can prefer Replace method
2) not into multi category so cant explain or even cant work on it
3) what ever the product if it found with some problem the same time or the next day it has to be picked up. so that the company can get the fault product in time to replace with new one
4) depends on the geographic area, if with in cities and metros pickup will be available if it is from town or village customer has to send on his own expenses but if our logistic partner is available then it will also be through pickup
5) shipping and freight has to be take care by e commerce company. because company has to take care of every thing until the product reaches the customer, as customer paid the total amount with out hesitation
6) goods need to return to warehouse for product and quality checks
7) 15 days time or 30 days not more than that
8) ASAP. once the default product reaches and every thing is Ok with the defaul product then if customer requests for refund the same or next day the funds has to be transferred to his account
basically to get these things done in time. all the operations from customer support to HQ to warehouse to Logistics partner need to be centralized. every thing on approval need to act fast to get the things done in time.
Thanks
Sai
Kevinsot
gay dating in se nebraska
scruff gay dating site
[url=”http://freegaychatnew.com?”]dating gay seattle[/url]
Kevinsot
dating sites for gay bears
gay dating tours
[url=”http://gaydatingzz.com?”]gay foot fetish dating[/url]
Kevinsot
rich gay guy dating
speed dating gay
[url=”http://gaychatus.com?”]gay dating quotes[/url]