22 mars 2011
'When merchants simplify their return policy, customers will be more likely to buy'
- Interview Andrea Siteur, Country General Manager Belgium Spring Global Mail -
The last mile” or the actual delivery of a product ordered online to customers, largely determines the image that the consumer has of an online purchase. That means a considerable responsibility for Spring Global Mail as a logistics service. How do you provide optimum service?
We know how important it is for our clients that their mail is delivered flawlessly. That is why the quality of our postal services always comes first. Because we are not bound to a standard solution we can offer our customers a high degree of flexibility and our account managers ensure that each step in the delivery process is properly supervised.
A major issue of merchants are 'returns'. There are often high costs involved. What do you advice merchants considering returns?
The easiest way is of course to let us to arrange returns! (
) No, seriously, various studies have shown that if a merchant simplifies its return policy, the customer will be more likely to make a purchase. For the merchant this "simple return" is in practice not so simple at all. The reasons why products are returned are diverse and that is why Spring offers a wide range of solutions. Especially for webshops, we offer the Spring Returns solution with three levels of service (Economy, Insight and Advanced). Whether it's products that should be returned as cost effectively as possible, items for which track and trace is a must, or time-sensitive or large items must be returned by express, we have a solution ready.
Returns are not only about the actual sending back the product. There is often also need for good communication and a place where customers can ask questions about returns. Can you do something in this area for webshop owners?
We believe that our customer is the best person to speak to its customers, but we will of course help them in word and deed. We offer the opportunity for real-time track and trace information, our clients can for example make this information available online for its customers.
A few weeks ago, it was in the news that the European Commission has decided that online shops have to accept electronics waste to promote the recycling of electrical appliances and stop illegal export to developing countries. Have you noticed anything of this new rule allready?
It is a proposal which the Council has not yet determined. The proposal contains a series of measures to ensure the collection, recycling and reuse of waste. It is explicitly stated that consumers should be able to hand in small waste at a collection point at the retailer for free. This measure also applies to webshops. This means that consumers should be able to return the products for free to the webshops, but how it should work in practice exactly, is not entirely clear.
With our solutions we offer all year round assistance in the collection of electronic waste from consumers and businesses throughout Europe. Should the measure become effective I am sure we can offer webshops a cost effective solution that could be implemented immediately.
Speaking about the EC, consumers also buy at webshops abroad. How do you handle international shipments and returns?
For over 10 years, we specialize in international shipments. There are many ways to send post and parcels from one country to another. We are not tied to a specific postal carrier and therefore offer a high degree of flexibility for the customer. Regardless of the type of mail, regardless of the destinations, we offer the best solution. Especially now that the Belgian e-commerce is on the rise and consumers also look across national borders, it is important to have a logistics partner who knows how the international market works. As a merchant you distinguish yourself namely by reliable delivery and an easy return policy.
Merchants suffer losses of millions of euros annually due to fraud and theft. Most of the damage suffered is during the delivery process. Moreover, it is common for customers to wrongly claim they never received a package. What does Spring Global Mail so to prevent this kind of fraud?
We only use reliable postal and parcel services. If our client sells products which are susceptible to fraud or if he suspects that a certain client is susceptible to fraud than it is possible with Spring to ask for a signature upon receipt. We also offer track & trace with our Insight and Advanced services so that it immediately is clear where the package is delivered.
You are also present at the E-shop Expo next week. What will you present / what can visitors expect?
The E-shop Expo is the platform to get in touch with webshops and fulfillment companies and discuss the possibilities of optimising the logistics of e-commerce. While enjoying real Italian coffee, prepared by a professional barrista visitors can be informed about the extensive possibilities for the delivery and return of their (international) mail and packages.