The rise of e-commerce has enriched consumers’ shopping options, but many consumers have encountered unpleasant online shopping experiences such as poor returns. Expectation gap is one of the main factors for consumer returns. The return link is also a business pain point that sellers are struggling to cope with. The complex cross-border e-commerce links increase the difficulty of handling returned goods. In 2024, new return policies and functions continuously launched from independent sites to platforms all point to the optimization of the return link, which is undoubtedly one of the important overseas trends nowadays.
New regulations for after-sales service are frequently issued
In the past, returning and exchanging products was a long-term pain point for independent website sellers. Not only is the process cumbersome and erodes profits, it also affects consumers’ shopping experience. In the industry context where e-commerce platforms provide consumers with after-sales services such as returns, independent websites have continued to catch up with the quality of after-sales services in the past two years. The exchange function launched by Shopify this time is an extension of the self-service return function.
The customer self-service return function launched last year not only helps sellers simplify the return process and save operating time, but also brings consumers a more convenient and worry-free shopping experience, thereby increasing the repurchase rate.
After-sales service has become a rigid demand
With the continuous growth of overseas e-commerce, improving after-sales links such as returns has become a rigid demand for cross-border sellers to enhance their competitiveness. According to the forecast of data agency eMarketer, the total amount of retail returns in the US market will reach 627.34 billion US dollars in 2023 alone, and the number of consumers with return needs may reach 113 million by 2026. It is worth noting that not all return and after-sales problems are caused by the quality of the goods themselves.
The simple action of returning goods often implies deeper consumer needs. According to Tuiyibang’s consumer return insights, losses in the logistics link are the main factor for consumer returns, and 80.2% of returns are due to damaged goods.
Reshaping the returns process with digitalization
Faced with complex return links, how can sellers better build competitiveness in the after-sales link? The answer from Tuiyibang, a one-stop return solution service provider, is to reshape the return process with digital innovation to provide sellers with low-cost and efficient services. For the Shopify channel, Tuiyibang provides independent site sellers with an editable self-service return portal. On the basis of supporting multilingual systems, it attempts to provide localized return processes for global consumers. This innovation not only simplifies the return process and improves processing efficiency, but also allows sellers or brands to gain more detailed consumer feedback. In terms of infrastructure resources, Tuiyibang has established overseas warehouses in 13 major e-commerce markets around the world, including the United States and the United Kingdom, which can quickly respond to and handle the return needs of local consumers.
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