What do I need to know about returns in Germany?

LinkedIn Twitter Facebook

 

Author: Armand Farsi, Director of the eCommerce Competence Center, Arvato

 

Let’s be honest: Based on German shopping habits, high return rates should be accounted for in every realistic fashion ecommerce business in Germany. However, there are ways to mitigate and control that pattern.

 

 

1. Understand your returns

Analysing returns forms and reason codes is essential.

 

 

2. Offer relevant product content

High-definition photos, zoom and rotate functions, detailed product descriptions and shoppers’ reviews are some of many measures to avoid the product not meeting the customers' expectations.

 

 

3. Manage your range according to the number of returns

Analyse which of your products exhibit high return rates with high sales shares. Then check how you can improve the presentation of the goods (see point 2).

 

 

4. Recognise shopping basket patterns

Returns also have negative consequences for the environment. Customers can be reminded of this with pop-ups, e.g. when selection (multi-size) orders are generated.

 

 

Returns in Germany eCommerce Companies

 

5. Guide payment method selection

Guide the choice of payment method through tactics such as incentivising low returns payment methods (e.g. credit card, PayPal etc.)

 

 

6. Check your shipping service

Click & collect orders generally have higher returns rate because customers can oversee to pick them up on time, the goods then go back as a return. Pro-actively inform and remind your customers of their orders. Another important factor is speed: The longer the consignment is in transit, the greater the probability of it being returned. Retailers can counteract this by promoting fast carriers or by subsidising express delivery.

 

 

7. Actively manage your customers

You can guide the behaviour of your customers within certain limits by rewarding non-returns. Other possibilities include charging for returns or providing information explaining the negative effects of returns on the environment.

 

 

8. Analyse the traffic channels and control your marketing budgets

Optimise your online marketing by using profitable channels with low return rates.

 

 

LinkedIn Twitter Facebook

Why international e-tailers should re-visit the top of the funnel

Why international e-tailers should re-visit the top of the funnel

The role of brand awareness is increasingly critical to international expansion and with various platforms offering better reach and targeting than ever before, why is it important for international retailers to revisit the top of the funnel to help create a more compelling picture?
Quality of delivery offer important to Dutch shoppers

Quality of delivery offer important to Dutch shoppers

Cross-border eCommerce in Belgium and the Netherlands is making big strides and with a population of 28 million people and combined GDP of €1.08trn and English spoken widely, it’s no wonder it offers an attractive market to international merchants looking to expand into new territories. But does the quality of delivery offered that important to Dutch shoppers?
How to maximise your chances of success in India

How to maximise your chances of success in India

eCommerce is growing at an unprecedented rate in India thanks to a number of factors and with the percentage of online retail sales growing rapidly, what do retailers need to consider in order to maximise their chances of success in India?
What do Russian consumers want when it comes to cross-border shopping?

What do Russian consumers want when it comes to cross-border shopping?

Russia is the 9th biggest country in the world with roughly 30 million online Russian shoppers in 2015 which only continue to grows in 2016. However, with cross-border shopping being the fastest-growing segment of the Russian eCommerce market, what do Russian consumers want when it comes to cross-border shopping?
The importance of understanding what it is to be Russian

The importance of understanding what it is to be Russian

Russia, in terms of internet penetration, did lag behind most other European countries but is rapidly playing catch up. Not surprisingly, eCommerce has increased alongside internet penetration with an estimated 148 million orders generated in 2015. But with so many unknowns surrounding entering the Russian market, what are the golden rules?
What should retailers know about Russian attitudes to parcel deliveries?

What should retailers know about Russian attitudes to parcel deliveries?

Russia offers a potentially attractive market for international merchants, however the market needs careful consideration in order to get it right. Things to take into account include the distinctly different Russian way of thinking, along with the legal rules and political context of the country. So what are the key things retailers need to know?
Retail Pricing in a post-Brexit world

Retail Pricing in a post-Brexit world

Since Brexit, a number of events have taken place which has meant the price of items has significantly dropped in the UK. But what are the affects of the UK leaving the European Union on retail pricing?
Australia extends tax to foreign eCommerce

Australia extends tax to foreign eCommerce

For a number of valid reasons, Australia is still a destination firmly in the minds of any business looking to expand into the APAC region. With an attractive foreign eCommerce tax law favoring companies coming into Australia, what are the big changes coming down the line in 2017?
Managing cross-border payments in a booming Chinese eCommerce market

Managing cross-border payments in a booming Chinese eCommerce market

Cross-border eCommerce sales in China are rocketing but with a challenging market for Western retailers to expand into, do retailers really understand the key to success when it comes to cross-border payments?
China - a trillion-dollar-sized pie?

China - a trillion-dollar-sized pie?

Not only is China the world’s largest and fastest growing eCommerce market, but online shopping continues to rise significantly with online spending estimated to reach over one trillion dollars by 2020. So is China currently at the forefront of your mind?

Contact Us

eCommerce Worldwide
2 Ching Court
49-53 Monmouth St
London
WC2H 9EY

Tel: 0203 696 0980
2016© eCommerce Worldwide

Keep In Touch

powered by Affino

About eCommerce Worldwide

eCommerce Worldwide provides online retailers with all the information, and resources, they need to develop cross-border strategies for entering new markets around the world
Read More