How to Manage eCommerce Returns on Your Small Business Website
It’s one of the #1 eCommerce rules: if you’re looking to boost online sales, offer (free) returns & exchanges. Not only is this just great customer service, it’s an excellent way to build trust with new & returning customers while also reducing abandonment rates. I mean, people can get more than a little nervous about buying something if they think they’ll be stuck with it if they decide it’s not for them for whatever reason. I know I’ve personally chosen not to shop with companies that don’t offer returns or exchanges on more than one occasion!
However, for as great as having a generous return/exchange policy is for customers it can admittedly be a bit of an admin headache for you, the business owner. You don’t really have time to be fussing with return authorization requests and managing return shipments. And, to be fair, most customers these days are used to being able to manage their own returns via automated systems offered by big guys like Amazon or other large retailers. Need more proof? 47% off shoppers indicate that an easy-to-print return label as the key element in the best returns experiences. So what’s a small biz to do?
Solution: Aftership Returns
I’ve done a quick review of Aftership Returns in my Minimalist’s Guide to Squarespace Shipping Extensions post here but I think it’s probably one of the most underrated and underutilized apps that every Squarespace eCommerce site absolutely needs so I decided it needed a post all it’s own!
Aftership Returns Overview
Aftership Returns allows customers to automatically process their own return/exchange requests and generate their own shipping labels to send products back to you. It also allows Squarespace business owners to set up automations and rules about returns and exchanges including which products are eligible for return/exchange & which aren’t, how to route return shipments, and a robust analytics panel allowing you to keep track of everything.
It’s a great solution even if you have only the sporadic return request since just having it shows future customers that it will be easy for them to manage returns if they need to. This makes the free plan (which allows for up to 3 returns per month) an option that I think everyone should have if only just for appearances sake! If no one uses it - great! They love your products and you’re out nothing! But, again, this is the case of really just having it being such a trust builder and conversion booster that even if you sprung for the $9/month plan to get some of the more advanced options it would be money well spent!
Here’s a full breakdown of the current Aftership Returns pricing plans:
The Essential plan starts at $9/mo for 20 returns and goes up to $29/mo for 100 returns.
The Pro pan starts at $99/mo for 400 returns and goes up $599 for 3,000 returns.
I think most small businesses and startups will get everything they need out of the Essentials Plan which includes:
An interactive self-service returns page with automated approvals and label generation that makes things fast and seamless for customers.
A returns management portal so you can have oversight of everything happening in one place - plus integration with Aftership tracking (if you use it).
Proactive email notifications to reduce customer service emails and also keep you in the loop.
Discounted USPS labels with no required minimum shipping volume or choose from FedEx, UPS or other preferred carriers.
Customizable everything: set custom return windows, define your own return reasons so you can learn why products aren’t working for customers and define any non-returnable products.
Custom routing rules to ensure items are cost effectively sent back to the right place.
Allow for alternate return methods such as: in-store returns, eco-friendly “green” returns to reduce return shipping costs, or FedEx Easy Returns which allow customers to simply show a QR code to return their order at specified FedEx Office or Walgreens locations without needing to print a label!
How to Set Up An Automated Returns System for Squarespace
Start by signing up for a free Aftership Returns account here!
Then, when logged in to your Squarespace site go to Settings > Extensions and search for the Aftership Returns extension. Click Connect and then follow the prompts on the following screens to connect the new Automizely account you just created.
On your new Aftership Returns account dashboard, you’ll be automatically walked through a few onboarding questions asking you about your return policies so that things are customized to your business - don’t worry, you can always change things later in settings!
Customize your returns page by clicking on Returns Page in the left navigation area. This is where you can set up the url for your returns page, customize the colors & fonts to match your brand, and add any other static content that you’d like to appear on your customer-facing returns page.
You can customize any other settings to suit your business and policies by clicking on the other areas under Customize on the left.
Try a sample return! On your dashboard, you can click on the Demo Return button to walk through the return experience for yourself so that you know how it works as a customer.
When you’re ready, copy the Returns Page url and add it to your site’s navigation. I recommend adding a link in your footer but you may also want to add it to your FAQs and contact page just so people can find it easily from more than one place!
That’s it! Your Squarespace site now has a self-service returns portal! Be sure to include information about your return policy at checkout (Commerce > Checkout > Checkout Page: Store Policies > Return Policy).
Like I’ve said before, I think that every eCommerce shop should take the few minutes to set up a returns portal like this. It is such a confidence builder even if it rarely gets used and when it does it will make life so much easier for customers and shop owners alike!
