Returns policy returns customers

E-commerce in the DIY and home improvement industry is growing. The Covid-19 pandemic accelerated this growth further, as people turned to home improvement and online shopping during lockdown.
As the e-commerce industry grows, the expectations of digital consumers grow too. Delivery and returns have become increasingly important to customers, so much so that a second-rate delivery and returns offering may discourage customers from buying and from returning to the store. DIY retailers must ensure their final-mile strategy is fit for purpose, so they can grow sales and build customer loyalty.
Customers buying home improvement products online are usually on the search for an item for a specific project, which often means they want it for a specific time. Many large retailers feel the need to offer fast and free delivery to stay ahead of the competition. However, the reality for retailers is that there is no such thing as free delivery. The cost of offering this can seriously affect the bottom line, especially when they are shipping large products like home and DIY items. However, instead of getting stuck on offering fast and free, retailers need to offer a wide breadth of choice in their delivery. That can mean offering a free option for those willing to wait and fast delivery for those who want it quickly and are willing to pay for the convenience. Timed and selected day delivery, store pick-up and click and collect locations should also be offered, so customers can choose what fits around their lives. Convenience is important to customers.
Once the sale is secured, delivery remains an important part of the customer experience. To ensure there are no delays or issues, retailers need to have full view of their supply chain.
For customers, transparency is also important, with pre-­delivery notifications considered a vital aspect of a good customer experience. Just giving customers a tracking number doesn't cut it anymore. It's therefore also important to proactively let customers know of any delays before they have to contact you. Accurate and transparent tracking not only helps the customer, but it also cuts down on customer service queries. When it comes to returns, 80 per cent of customers want confirmation that their parcel has been received and want transparency over when they will get their refund or new item.
Returns are often overlooked, but they are a key part of the customer experience. 78 per cent of consumers consider the quality of a returns service…