The rise of e-commerce has transformed the way consumers shop, but it has also led to a surge in product returns. A variety of factors, including more regular returners, expensive return management and environmental impacts, have made managing returns a complex challenge for retailers. However, innovative solutions like our new AppFree™ Royal Mail Returns – powered by WhatsApp (link to press release) – are set to revolutionize the returns experience. Read on for more on the ever-changing landscape, the issues caused by this and how AppFree™ can play its part in addressing these.
The Growing Problem of Returns in E-Commerce
Returns are now an expected part of online shopping, but their frequency is becoming an issue for retailers.
High return rates are prevalent in the United Kingdom, with 71% of consumers returning products ‘at least some of the time’ (Whistl, 2024) with fashion dominating the list of items most likely to be returned; Clothing (27%), Shoes (15%) and Bags & Accessories (14%).
With 84% of consumers checking the returns policy before purchase (Shipup, 2024) it’s clear that it also dictates purchasing decision. If your return process is overly complicated you could not only lose consumers after a purchase, they may not even make the purchase at all.
Cost of returns to retailers isn’t simply limited to the revenue lost from the initial purchase – retrieving items, recategorising them and putting them back into stock takes up valuable staff resource – as well as impact on the environment. Some items may even need to be disposed of – leading to unnecessary waste and emissions.
All of these factors affecting retailers contribute to a bigger picture of needing to get returns right.
Addressing Returns Challenges with AppFree™ Royal Mail Returns
To help your business do that, Stamp Free has partnered with Royal Mail to offer a first-of-its-kind solution with AppFree™ technology, making returns seamless, cost-effective, and user-friendly for retailers and customers alike.
Simplifying the Returns Process
Stamp Free’s AppFree™ platform, accessible via WhatsApp, eliminates the need for separate returns apps, making the process effortless. Instead of dealing with forms and labels or downloading apps, customers simply initiate their return by sending a message on WhatsApp or scanning a QR code that launches AppFree. An automated conversation follows – all contained within the WhatsApp journey – to validate the return using a short set of questions.
Customers then receive a QR code for in-person drop-off or a printable label for doorstep collection – all fulfilled by Royal Mail.
Additionally, tracking updates can also be contained within AppFree, providing real-time visibility into the returns process. With the aforementioned growing importance of a reliable returns process this can keep your customers’ minds at ease while providing an experience that will help increase retention for the future.
Given the environmental impact of returns, reducing unnecessary shipments and improving logistics efficiency is crucial. Stamp Free’s returns model helps cut down on paper waste, while Royal Mail’s vast postal network ensures convenient, localised drop-off points and doorstep collection options that minimise emissions.
The Future of Returns: Innovation and Consumer Expectations
Customers increasingly prioritise convenience and flexibility in the returns process. AppFree™ Royal Mail Returns provides a seamless experience, making it easier than ever for businesses to manage returns without sacrificing efficiency or customer satisfaction.
Experience AppFree™ Royal Mail Returns First-Hand
This partnership between Stamp Free and Royal Mail marks a new beginning for smarter returns solutions. Retailers looking to see how they can enhance their returns strategy can witness AppFree™ Royal Mail Returns in action at Stand 38 at The Delivery Conference on Tuesday, 11th February at The Royal Lancaster, London.
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