Seller Performance Best Practices: Return Rate

Souq.com expects that sellers behave like professional businesses. To lower your Return Rate, there are golden rules that you need to keep in mind.

Return Rates are related with product data quality. Sellers have to pay close attention to their Item detail page information and product quality.

Bear in mind that most customers do want to keep what they buy, they do see a return as an inconvenience, their returns are due to an expectation gap and a poor experience does impact their likelihood to shop again.

You cannot provide excellent service around delivery & returns if you see them purely as policies to satisfy and not as ways to delight customers.

Always welcome Returns, should you have an issue with a particular return, make use of Seller Support to resolve the issue by submitting a Contact US form within 48 hours following the receipt of your returned item.

Having clearly emphasized item descriptions is the first preventive action to take to avoid seller performance impactful returns.

To see your Return Rate go down and your Rating reach a Premium in your Seller Performance, consider this:

Ensure your product information is fully related to the product through descriptions, bullet points, characteristics, features, functionalities, images, fitting, colors, sizes and size guides used on Souq.com are sizes that customers can relate to and in fact match the common sizes known in the offline market.

Outstanding product imagery by ensuring photographs accurately reflect the quality and features of the product. 360 degree angle photo-shots can help customers make a better buying decision.

For Instance you can specify in the bullet points what fit or size the mannequin or model is wearing in the picture so the customers can have an idea about the fit all for the sake of customers relating physically to the product they are about to place an order for.

If customers are fully armed with facts about a product, then they’re more likely to choose one that suits them, and therefore less likely to return them.

Sellers may be able to recognize problems on particular products which lead to returns, so they can perhaps add more information to product pages or revert back to their suppliers for manufacturing defect to anticipate these issues.

You should also begin documenting the causes of Returns and actions you have taken to prevent future Returns.

Verify Low described items and make sure that they’re no longer active on the website once the last item has been returned.

Set the right measures, metrics, and information gathering process in place to understand why a return trend occurred on a particular set of products.

Remember that following the process allows you to minimize the return process time, effort and cost.

 

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