But let's start at the beginning: do you offer exchanges in your return policy? Not all e-commerce businesses do, and the main reason they don't, according to the brands we talk to daily, is the complexity of synchronizing stock in real time. If this doesn't happen, what could be a convenience for the user becomes a frustrating process that causes numerous operational problems, especially for the Customer Service team.
For this reason, many brands prefer that the customer requests a return and then makes a new purchase. This results in a complex operational process that, in many cases, complicates the traceability of that customer's orders and the management of cash flows.
To solve this problem and offer a better customer experience while improving the brand's internal operations, it is essential to automate the exchange process. In this context, we understand exchanges as the traditional process, similar to what happens when exchanging a product in a physical store. You've bought a certain product but want to exchange it for a different size, color, or even a different product because the size you need is no longer available. Just like in a physical store, you can do this in a matter of minutes; the same is possible in e-commerce if the process is automated.
Returning to the article's title, where we highlight instant exchanges, what exactly are these exchanges? They are a variation of traditional e-commerce exchanges that allow the customer and the e-commerce business to reduce management and shipping times from 14 days to 4. Let's analyze the processes of each type of exchange.
Traditional ecommerce Exchange Process
- The customer requests the exchange through the e-commerce platform in a 2-minute process, choosing how to ship the product and selecting the new product they want.
- The process is automatically validated and confirmed.
- The customer receives all the necessary information to proceed with shipping the product they want to exchange.
- The customer ships the product according to the instructions provided in step 3.
- After a few days, the brand receives the product, reviews it, and if everything is in order, sends the requested new product.
- The customer receives the new product after a few days.
Instant E-commerce Exchange Process
- The customer requests the exchange through the e-commerce platform in a quick and simple process that takes 2 minutes, choosing how to ship the product and selecting the new product they want (whether it's a size, color, or even a different product).
- The process is automatically confirmed at that very moment.
- The customer receives confirmation of their exchange, and the brand begins processing the shipment of the requested new product.
- The customer receives all the necessary information to proceed with shipping the product they want to exchange.
- In a few days, according to the brand's shipping times, the customer receives the new product through the chosen method, in much less time than if they had requested a traditional exchange.
Now that you've seen how each process works, here are three reasons why you should activate instant exchanges in your e-commerce.
You offer a better customer experience
Providing flexibility and making a generally frustrating process easy (considering that no one likes to return or exchange a purchase they've made, having had to pay in advance and waited a few days to receive it) is a significant improvement in the post-sale experience of e-commerce.
You also boost your online reputation because, let's not forget, many negative brand reviews stem from poor post-sale experiences.
You improve your operations
Offering exchanges allows brands to have better control and optimize their cash flow, as the volume of returns decreases, reducing refunds. In most cases, the money stays with the brand when exchanges are made.
In addition to the above, exchanges also improve the reverse logistics process itself, thanks to 100% stock synchronization. That is, only the sizes and/or products available are offered to the customer requesting an exchange.
Moreover, you help streamline your Customer Service team's daily operations by having everything automated and much more controlled.
You assume no risk
For you as a brand, this operation poses no risk because if a customer does not send the product they want to exchange, we take on any loss or problem. This also helps you build a better customer base.
Now that you know the benefits instant exchanges can bring to your e-commerce, it's time to decide when you want to activate them. Shall we discuss it?