More fashion, fewer returns: how to create a smooth shopping journey
Returns, shoppers dropping out at checkout and a customer journey that doesn't always run smoothly. These are familiar challenges for fashion online stores. They cost not only revenue, but also customer trust. Fortunately, smart payment solutions create a fluid shopping experience, from order to return, that makes buying online just as pleasant as shopping in a physical store.
Handling returns smartly makes the difference
In 2023, 40% of online stores did not refund a return, or did not refund it on time, up from 35% in 2021 (Consumentenbond (Dutch Consumers' Association), 2023). Especially in the fashion industry, where return rates are high, this leads to high costs and extra pressure on customer service. Consumers are particularly frustrated by:
- Long waiting times for refunds
- Unclear or complicated return processes
- Products that don't match expectations (for example size, fit or presentation)
Online stores can reduce these problems by offering better size advice, presenting products more clearly and analyzing return data systematically. A clear return policy also helps prevent unnecessary returns. In addition, a payment service provider (PSP) like Buckaroo can support merchants by handling refunds reliably and efficiently. This reduces the risk of dissatisfied customers and strengthens trust in your online store.
Checkout: every click counts
Many customers drop out at the final step: the checkout. Every extra online action or missing payment method increases the chance that a purchase isn't completed. Offering all popular payment options in a clear overview, from iDEAL and PayPal to buy now, pay later (BNPL) via Riverty, Billink or Klarna, makes the online store experience simpler and more reliable. Buy now, pay later in particular gives customers the same familiar feeling as trying items on in the store.
Customer case: how terStal built trust with omnichannel payments
Read the full customer caseA great example of this approach is our partnership with terStal. What makes the partnership between Buckaroo and terStal so special?
- Fashioncheque: since 2012, terStal customers have been able to use fashioncheque via Buckaroo, both online and in store, thanks to a smooth integration in the online store.
- Modular payment options: Buckaroo offers terStal split payments, allowing customers to pay the remaining amount with another payment method. This applies both online and offline.
This flexibility gives terStal a recognizable and consistent payment experience, which is important in their pursuit of a smooth customer journey. Dominique Gloudemans (COO) particularly values the short lines of communication and the proactive collaboration:
“Buckaroo is a good sparring partner in this. Our omnichannel strategy always stays optimized”
The customer journey: from fragments to flow
Today's customers move effortlessly between mobile, desktop and the physical store. If the payment experience doesn't keep up, the experience falls apart for the consumer at the moment of ordering. An omnichannel approach creates recognition and convenience at every step of the journey: ordering, paying and returning. The result is one fluid experience that builds trust and encourages repeat purchases.
What's more, consumers who ‘shop omnichannel’ turn out to be considerably more valuable: they spend up to three times more than customers who only shop offline (Frankwatching, 2015). For online stores, this means that investing in an integrated experience not only increases customer satisfaction, but also contributes directly to higher revenue and stronger customer loyalty.
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On the road to omnichannel success
Offer the same seamless payment experience – online and in-store.
Our e-book ‘The foundation for omnichannel success’ shows how a smart payment strategy leads to happier customers, higher conversion and stronger loyalty.
More conversion, fewer drop-offs
High return rates, a faltering checkout and an inconsistent customer journey are obstacles that make fashion online stores stumble unnecessarily. By handling returns smartly, optimizing the checkout and streamlining the customer journey, you increase not only conversion, but also loyalty.
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