What are the most common reasons for sales order returns and how to prevent them?

1 Wrong or damaged products

One of the main causes of returns is when customers receive products that do not match their orders or are defective or damaged. This can result from errors in picking, packing, shipping, or quality control, or from external factors such as mishandling or theft. To prevent this, you need to ensure that your SOP is accurate, efficient, and consistent, and that you use reliable and secure delivery methods. You also need to communicate clearly with your customers about their order details, delivery status, and return policy, and provide them with easy and convenient ways to contact you in case of any issues.

2 Unmet expectations

Another common reason for returns is when customers are dissatisfied with the products they ordered because they do not meet their expectations or needs. This can happen when the product descriptions, images, specifications, or reviews are inaccurate, incomplete, or misleading, or when the products are incompatible with the customer's devices, systems, or preferences. To prevent this, you need to provide your customers with accurate, comprehensive, and relevant information about your products, and use multiple channels and formats to showcase their features and benefits. You also need to understand your customer's needs, preferences, and pain points, and offer them personalized recommendations, solutions, and support.

3 Changed mind or circumstances

Sometimes, customers return products simply because they change their mind or their circumstances change. This can be due to impulse buying, buyer's remorse, budget constraints, or other factors that affect their decision-making process. To prevent this, you need to create a positive and engaging customer experience that builds trust, loyalty, and satisfaction. You also need to offer flexible and fair payment options, discounts, and incentives that encourage customers to complete their purchases and reduce the likelihood of cancellations or refunds.

4 Compliance or legal issues

In some cases, customers return products because they do not comply with certain regulations, standards, or requirements that apply to their industry, location, or situation. This can be due to lack of awareness, research, or verification on the part of the customer or the seller, or due to changes in the laws or policies that affect the product's availability, usability, or safety. To prevent this, you need to stay updated and informed about the relevant rules and regulations that affect your products and your customers, and ensure that your products meet or exceed them. You also need to educate your customers about the compliance and legal issues that may affect their purchases, and provide them with clear and accurate documentation and certification.

5 How to handle returns effectively

Even if you follow the best practices to prevent sales order returns, you will still encounter some situations where returns are unavoidable or necessary. In these cases, it is important to handle them effectively and efficiently, and use them as opportunities to improve your SOP and customer service. To do this, you should have a clear and customer-friendly return policy that outlines the terms, conditions, procedures, and options for returns, exchanges, refunds, or credits. Additionally, make the return process easy and convenient for your customers by providing multiple channels and methods to initiate and complete their returns. Furthermore, communicate promptly and politely with your customers throughout the return process while acknowledging their issues, concerns, and feedback. Process the returns quickly and accurately while issuing refunds, exchanges, or credits as soon as possible. Follow up with your customers after the return process by thanking them for their business, apologizing for any inconvenience, and offering them additional support, solutions, or incentives. Lastly, analyze the data and feedback from the returns in order to identify root causes that affect your SOP and customer satisfaction. Then implement corrective and preventive actions to improve your SOP and customer service in order to prevent or reduce future returns.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?