Doing Returns Right: 6 Best Practices for eCommerce in Asia Pacific

Doing Returns Right: 6 Best Practices for eCommerce in Asia Pacific

A customer focused returns policy is a core component behind many successful online retailers. Consumers today have an endless choice of online merchants and the ease to return a product can be a key deciding factor before purchase. In Asia Pacific, the majority of eCommerce sites are not yet as liberal with returns as their global counterparts but there are significant benefits to be gained with the right approach. From boosting sales to creating brand advocates, this article offers six best practices eCommerce retailers can adopt to significantly improve their customer experience with returns. Why is a Returns Policy Important for eCommerce? Online shoppers are often reluctant to click ‘buy’ as they do not know how a product looks and feels before purchase. According to a research study in 2012, 62% of online shoppers had returned a product. Despite this significant figure, 97% of eCommerce stores within Southeast Asia still did not offer free returns as of May 2014. Businesses need a simple and effective returns policy to impress customers and turn them into brand ambassadors. Increased global competition is leading the transition to customer-centric returns management with more consumers expecting free returns as a standard service offering. How Does a Returns Policy Boost Sales? Much of the risk with online shopping is eliminated when customers know they can conveniently return a product. This lowers abandoned shopping carts, builds customer loyalty and demonstrates a true understanding of consumer needs. For certain retailers, returns have even become a fundamental part of their business model. Zappos, a US-based online shoe and clothing shop, was one of the first retailers to provide...
The Changing Face of eCommerce and Logistics in Asia Pacific

The Changing Face of eCommerce and Logistics in Asia Pacific

Asia Pacific (APAC) is the fastest growing region in the global eCommerce landscape. This paper explores key trends and opportunities for logistics companies serving this fast moving sector. It also discusses challenges of doing business in Asia and specific initiatives that some companies have taken to stay competitive and effective in this dynamic region. Key Highlights   Asia Pacific is the Pulse of the Global eCommerce Boom: The region’s growth in online retail is forecast to surpass North America by 2014, making APAC the largest region for B2C online sales in the world. Four Key Factors Fuel eCommerce Growth in the Region: The rise of the middle class, greater mobile and Internet penetration, more supply of new eCommerce players and increasing logistics options in the ecosystem have greatly contributed to this growth. Southeast Asia’s Logistics Infrastructure is Changing: Logistics and transportation providers need to reinvent themselves to stay competitive in the fast-changing eCommerce landscape. Customer Needs are Changing: Customer-centric design is key, with a greater emphasis on localisation and creating seamless experiences across multiple touch points. Asia Pacific is Facing Multiple Challenges for eCommerce Growth: The region’s eCommerce ecosystem and supporting infrastructure need to develop to keep up with the industry’s growth. Managing customer expectations and complexities in cross-border commerce are also key challenges. Singapore is Set to Be a Key Gateway into Asia Pacific’s eCommerce Market: Strategically located in the region, Singapore’s highly developed infrastructure, technological advancements and global connections make it a promising entry point into the region. Thank you for your interest in our publication. After completing and submitting the form, we will send you a...