Online shopping, especially cross-border online shopping, has always been a problem for both sellers and buyers.
According to some data, the return rate of online shopping in China is about 66%, and the return rate of 31% in the Brazilian market is low. In terms of categories, the return rate of clothing and footwear is the highest. As for how to make both buyers and sellers comfortable, various cross-border e-commerce platforms are also showing their skills.
Shopee Malaysia today released new rules that allow buyers to "change their minds and return goods".
Source: Shopee
It is understood that the policy will be in theMarch 19, 2024Implementation, except for some special categories such as perishable items, digital products, baby clothes, some electronic products,All products on the platform fall within the scope of the "Change of Mind (com) Return" feature。The seller's non-fulfillment rate (NFR) is not affected by this rule.
Under this feature, the seller will bear the Forward Shipping Fee (FSF) and Return Shipping Fee (RSF) for the customer return refund order.
The platform also takes into account that sellers will have to bear more costs because of this, so it also mentions that sellers can choose to participateSeller Shipping Savings Planto save costs and time. Even in the case of certain change of mind returns, sellers who are not enrolled in the Shipping Savings Program can apply for reimbursement upon request.
Source: Shopee
Therefore, the platform will also bear part of the cost, not all of which are borne by the seller. There are reports that inIndonesia siteThe cost of returning goods due to a change of mind will be fully borne by the platform, reducing costs for both sellers and buyers.
In order to give sellers some sweetness, Shopee has also made some other new regulations.
First of all, Shopee requires the buyer to need the date of delivery of the orderReturn the item to the seller within 15 days
Secondly, in order to reassure sellers, Shopee also updated a regulation yesterday - regardless of whether the seller submits a return refund request within 15 daysEscrow will still "play money" within 3 days of order delivery
Source: Shopee
Some market analysts believe that Shopee's move is to meet the upcoming arrival. 15 major promotions and policies. Under this provision,Reduces the cost of trial and error in online shoppingConsumers have no worries and are more likely to start the "buy, buy, buy" mode.
After the new regulations come into effect, items that are eligible for a change of mind return will be available"Free Returns" sign。For sellers, it is also conducive to improving competitiveness and buyers' trust in the store. However, if there are more return orders, the seller's operating costs will also increase.
Source: Shopee
Shopee sellers in Southeast Asia should carefully study the different regulations of each site and choose the right products to participate in the event to avoid unnecessary losses caused by changes in the return rate.
Amazon, on the other hand, launched itReduced Merchandise Returns SolutionWe are committed to using various tools to help sellers "make the right choice" in the whole process from product launch to after-sales stage, reduce the return rate, and reduce unnecessary costs.
For example, in the operation phase, Amazon's Voice of the Customer (VOC) tool analyzes various user feedback to optimize products and reduce the possibility of future buyers' returns. Amazon's self-service tool for size charts can also help sellers update their size charts in a timely manner. According to the data of the NRF,Fit and size issues are the leading reason for returns when shopping for clothing online, accounting for 42% of all returns.
On the whole, Shopee, which is on the occasion of the big promotion, chooses to engage in the first hand to solve the buyer's worries about returns and the seller's worries about costs. For Southeast Asia, this is a relatively reasonable rule.
First, the local e-commerce market is in the development stage, and it is possible to return goods through free returnsEnhance consumer confidence in e-commerce platforms, thereby increasing the desire to buy and promoting the development of the overall e-commerce market. Second, there are new positive signals before the big promotion, which is also conducive to stacking up performance and standing out in the competition.
And for a mature and huge platform like Amazon,Help sellers to work intensively, or the main direction to improve platform services and help sellers develop in the long run.
From most of the cross-border borders.