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eCom - Returns (Return/Exchange Policy (What is the time frame to return…
eCom - Returns
Return/Exchange
Policy
Is the process to return the product optimal?
Does the customer need to use their
own packaging?
What is the time frame
to return the product?
Average return time
Is the shipping cost paid by the customer?
Is the return policy visible
and easy to understand?
Content quality metrics
Is product wear and tear acceptable?
Is an exchange possible instead of refund?
Return Timeliness
Is the customer support optimized?
First contact resolution
AHT
Call Volumes
Average rating
Is the return process at
store optimized?
Average processing time
How long does it take to receive refund?
Average refund time
How is the customer experience?
Referrals
NPS
Is the store in convenient location?
Store proximity metrics
Exchange
What are the top reasons for exchange?
Is the product/packaging damaged?
Fault found rate
Was the right product delivered?
(right size, color, as per description)
Product mismatch rate
Content quality metrics
Delayed product delivery
Average shipping time
Upsell/cross sell
Higher value
Lower value
Same price
What are the
most exchanged
products?
Value of exchanged products
Cost per exchange
Percentage Exchanges by category