Page 37 - CBM11

~ ZigZag Global ~

One problem with international returns, in particular, is that A VIP service could comprise of instant credit when a re-
the cost of handling and shipping from overseas (especially turn is initiated and the goods are in transit, a courtesy call
on individual items) can easily become prohibitive. Indeed, to check the return is progressing smoothly or free pick-up
returns expenses can easily exceed the value of the item of the return (maybe even same-day) to grease the wheels.
being sent back on lower value purchases. And cost aside, There are plenty of possibilities and this level of service may
it can be time-consuming and complicated to facilitate an well give you a real edge in an international market.
overseas return.
10) Are you ready for the ‘peaks’?
Remember that you don’t have to swallow all of the expense No day is like any other when it comes to returns. And
of a physical return. How about using a service that will obviously peak sales periods are likely to be followed by
ship the return first mile to a local warehouse and then sell a surge of returns. The good news is that these peaks are
the returned items domestically, possibly on a marketplace, quite predictable so you can prepare for them. But it is not
in order to regain at least some of the expenditure? It might just Black Friday and Christmas – if you are trading cross-
even be cheaper to donate the item to charity or send it to border. Be aware of the other peaks that come with inter-
be recycled. By receiving the goods locally, you can ensure national holidays such as Halloween, Diwali, Eid, Singles’
the returned item is now out of the customer’s hands and a Day and new shopping holidays such as Amazon Prime Day.
faster refund can take place. With 32% of shoppers saying that a positive experience
with a return will encourage them to come back and shop
9) Are you offering an enhanced returns service to your again with a retailer, peak is your perfect opportunity to
loyal VIP customers? shine. One of the easiest approaches to addressing the peak
It makes sense to look after your most valuable customers periods is to get some help in order to bolster capacity for
regardless of the market they are in. Returning shoppers who short periods of time across the international calendar. ••
trust your service and love your brand are the lifeblood of most
successful businesses and looking after them is a no-brainer.

37