The post-sale part is a very important phase for a business, not only when it comes to building customer loyalty, but also to attracting new ones. Within the post-sale moment, there are also the return policies offered by brands, which are often the reason why a person does not buy or does not buy again. Without going any further, 32% of consumers say that complicated return processes influence them when it comes to not making a purchase. In short, if you do not take care of your return policy and make it something complex or tedious for consumers, you will be losing many conversions along the way. But that is not all, if users cannot directly see your return policy, 94% of them will end up not making the purchase.
What do we recommend in this situation?
Considering that the issue of returns is one of the most common points of friction in e-commerce, the first thing we recommend is that you dedicate a section of your online store to clearly and simply explaining your policies on this matter. It is even very interesting that, in the FAQ section that we mentioned before, you dedicate a section to this topic.
Regarding the content of this return policy section, we would like to share with you some information that can help you design the conditions that your company sets in this regard:
- 72 % of consumers remain loyal to stores that offer free returns.
- 77% of consumers prefer to be able to make an exchange rather than a return.
- 44.44% of buyers said that if they decided to pay for a return, they would do so if they were going to receive an instant refund.
- 91% of customers would not buy again from an online store with which they have had a bad return experience.
3. Late shipments: patience has a limit
Fast shipping is one of the aspects that consumers value most when buying online. Therefore, more important than offering good delivery whatsapp number list times is not delaying the delivery date offered to the buyer.
To achieve this, it is crucial to rely on reliable courier companies . In addition, something that 39% of Spanish consumers greatly appreciate is being able to track their shipment in real time . Specifically, the majority prefer to receive updates via SMS, while in second place are messages via email and in third place are notifications via mobile app.
4. Online fraud alert! One of the most crucial friction points in e-commerce
Did you know that almost 25% of online businesses in Spain have significant security vulnerabilities? It seems that only large companies invest adequately in preventing cyber attacks. This becomes even more important when 55% of Spanish flexible use of support software consumers ask for more actions by e-commerce sites to protect their online data.
Data breaches are one of the most serious cyberattacks and one of the most important points of friction in e-commerce, causing not only economic losses to companies, but also huge reputational crises and serious legal consequences.
Considering that 62.8% of Spanish consumers are concerned about the security of their personal data, as an online store it is extremely important that you safeguard the data that your customers enter on your platform.
To do this, we recommend that you belgium business directory only trust secure payment gateways that process payments in an encrypted manner and that How small improvements comply with the highest security standards. On the other hand, it is crucial that you store all the data you collect from customers securely and encrypted, for which it is essential that you comply with current data protection regulations . Finally, require your users to only be able to enter the profile they create in your store with strong passwords . You can even use two-factor authentication.
