How to reduce returns and increase your ranking on Trendyol?

One of the biggest challenges sellers face on Trendyol is returning items. Imagine how difficult it is for a buyer to choose something without being able to see and touch the product! Because of this, the number of returns can be 2-3 times higher than in regular offline stores. Therefore, it is important for companies working on Trendyol to actively work on reducing this rate.

So why do customers decide to return products? In most cases, they have 14 days to return and it happens without any penalties. The reasons can be very different:

1. Size and Style. Clothes and shoes often don't fit true to size or color. That's why many people order several options to try on at once, and anything that doesn't fit is sent back.

2. Defects. Electronics can turn out to be factory defective, and clothes sometimes look sloppy after previous try-ons.

3. Incomplete. Items that require assembly may be returned if there are missing parts or items.

4. Damaged packaging. If an item arrives in wrinkled or torn packaging, this can also be a reason for a return.

5. Wrong product. It happens that the customer receives the wrong product that he ordered.

6. Delayed delivery. If the delivery time is delayed, the purchase may become irrelevant, or the customer may find a similar product in another store.

7. Impulsive purchases. Sometimes people just change their mind or don't pick up a package because of personal circumstances.

According to research, 25% of users return an item due to sending the wrong product, 23% due to image mismatch, and 20% due to damage.

It is important to remember that the highest return rates are seen for certain product categories:

- Clothing and Footwear: 10.01%

- Beauty products: 4.99%

- Electronics: 8.28%

- Health Products: 4.20%

- Jewelry: 8.31%

- Sporting goods: 6.1%

Returned items can be frustrating for both customers and sellers on Trendyol. Let's understand what costs can arise in such situations. First, there's the cost of shipping - both to and from the buyer. You need to consider the cost of repairing damaged goods and replacing problematic items with new ones.

To minimize these costs, it's important to identify items that are frequently returned. Analyze returns and look at the reasons why.

Take advantage of analytical data

Today, thanks to modern technology, entrepreneurs have a unique opportunity to assess the potential of their products in advance. One useful tool for this is the Restatos program. In it, you can explore the Redemption Percentage section, which provides valuable information about how successfully similar products are sold on the Trendyol Marketplace.

By analyzing the data, you'll be able to understand which products are in demand and which may go unclaimed. This will help you avoid unnecessary costs and optimize your assortment. By comparing your product with its successful counterparts, you can make necessary adjustments to the description, price or marketing strategy.

Revise product cards

If your product does not meet the customer's expectations based on the description or photos, it may result in a return. Ensure the description is as complete as possible: include all features, dimensions and materials. Add usage guidelines to help shoppers make an informed decision.

For clothing, use two size formats - letter (XS, M, L) and centimeters. Include size charts and tips for taking measurements.

Work on images

High-quality photos and videos without excessive retouching will help create the right impression of the product. Show it in use, for example, a pot on the stove to adequately assess the size, or a dress on a model showing her height.

Create infographics and videos explaining how to use your product.

Optimizing size and fit

For clothing and shoes, it is especially important to provide accurate sizing. Use size charts with sizing guidelines, and add information about fit (e.g., narrow or wide).

Communicate with shoppers

Don't forget to communicate with your buyers! Feedback from those who have already bought the product will help new customers better understand the product. Encourage customers to leave feedback - this not only increases trust, but also helps improve product descriptions.

Answer questions

Answer customers' questions promptly and offer alternative products if something doesn't fit. This approach will help you reduce returns and increase customer satisfaction!

Staff Training

If you have a customer support team, it's important to train them on how to properly handle return requests. Resolving customer issues quickly and courteously not only improves the customer experience, but also significantly reduces the likelihood of returns. Don't forget to analyze the reasons for returns - this information will help you improve your product and avoid recurring problems in the future.

Product quality

No one perfectly designed product card or thousands of rave reviews will save you from returns if the quality of goods does not meet expectations. If the buyer receives an incomplete or defective product, it can leave a negative impression. You should also pay attention to the packaging - neat and secure packaging plays an important role in the perception of your brand.

If you encounter defective goods, consider selling them at a discount, making sure to mention it in the description. Carefully monitor the order assembly process and comply with packaging requirements - this will help you avoid many problems.

Speed of delivery

Speed of delivery makes a huge difference too. Delays can reduce the redemption rate of even the highest quality items. Personally check all processes - from manufacturing to courier service.

Studies show that 42% of consumers want to receive their order the same day and 40% want it the next day. Try to organize delivery so that your customers can receive their goods as quickly as possible.

After-sales support

Don't forget the importance of after-sales support! Delivery information, advice on how to use the product and help with any issues that arise can significantly reduce the number of returns. When customers feel supported after their purchase, they are more likely to be satisfied with their choice. Meanwhile, your seller rating goes up.

What is Seller Rating?

Seller rating on Trendyol plays an important role for both the stores and the platform itself. Customer satisfaction and brand image is a priority for Trendyol. When customers are satisfied, more people come to your store and they come back for more purchases. That's why Trendyol has implemented a point system for salespeople to help them grow their business according to certain standards. We will talk about the seller rating and how to improve it in the following materials.

Returns are part of the Trendyol Marketplace business and should be taken into account in pricing. But you can make it so that buyers send goods back to the warehouse as little as possible. The right niche, quality content, realistic descriptions, listening to customers, and well-established company processes will help.