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~ Oct8ne ~

OCT8NE’S

VISUAL

CUSTOMER

SERVICE

DECREASES

RETURNS

Text: Beatriz Garcia // Photos: Oct8ne

The number of digital buyers increases every year. More than two billion people bought products
or services online in 2020, and e-retail sales surpassed 4.2 trillion USD worldwide.
owever, just like in traditional stores, see- According to a study by Return Magic, customers return 20%
ing a lot of returns is common. The ‘lack of online purchases, a statistic that is much higher in the fash-
Hof reality’ of online shopping still means ion industry. Furthermore, 70% of returns are subjective due
that customers don’t receive the same product they to things like size, style, etc.
expected when they made the purchase.
This is logical; consumers can’t see, touch or taste the product
What happens if the product doesn’t fit or is faulty? Each ‘physically’, which can be a problem if it’s delivered to their
transportation service incurs costs, which is the problem trig- house and the images aren’t the same as they were online or
gered by online sales. Therefore, if a customer buys a product aren’t a good likeness of the product. If the product isn’t what
and returns it, additional and unnecessary costs will be added. they expected or has something wrong with it, it sparks a
problem that entails additional, unnecessary expenses.
Generally, these logistic costs account for around 25% of total
e-commerce spending. Charging customers for returns isn’t a The way you display products in your e-commerce is decisive
good idea; we don’t want to scare them away when they get in avoiding their return. But did you know that customer
to checkout. Therefore, your goal should be to cut back on service is also a fundamental pillar?
returns, so your company’s spending doesn’t skyrocket.

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