Return-to-Origin Can Increase This Festive Season As 7 In Every 10 People Gear Up To Shop Online

• Shoppers want the order to be delivered by a certain date, but there is no mention of the estimated date of delivery while placing the order
• They got a better deal somewhere else and chose to go with it
• They made an impulsive decision and decided not to buy it later
• The shopper shifted to another place but didn’t update the address while placing the order
• They placed multiple orders from many websites, with an intention to buy from one that offered the best deals and early delivery. As a result, they cancelled other orders.
• Due to no order delivery date communication, the customer was not at home when the delivery was attempted.
• The customer forgot about the ordered product since there was no communication between order placement and delivery and cancelled it when the delivery was attempted.
• Other urgent expenses emerged due to the festive season and customers’ affordability for the ordered product got affected, leading to cancellation.

• A lot of times, traffic coming from Facebook, Instagram or some other social media channels leads to impulse orders.
• By understanding where the traffic is coming from, your brand can filter the buyers into genuine and non-genuine categories.
• Think of it as a tea strainer. When you are making tea, you only want to keep the strained tea free of tea leaves, and other ingredients as the final product.
• Similarly, strain out the possible low intent customers depending on where they are coming from, and place interventions to minimise RTO losses

GoKwik analyses the source from where a customer enters your website. We then filter out the shoppers, based on the likelihood of them cancelling the order before delivery.

• The customer’s trust factor is low on products with lower quality images.
• Adding high-quality images to product descriptions can calm customer anxiety about the genuineness of the product.
• This will lead to an increase in trust, and consequently, a reduction in RTO

GoKwik provides insights into lesser-known reasons for RTO, thus providing a 360-degree solution for RTO reduction.

• Provide assistance to customers while they place the order (language, address, others)
• Ensure extensive communication of the order status throughout the course of shipment
• Provide estimated delivery date to customers while they finalise the order

GoKwik has integrated with multiple leading communication enablers like Limechat, etc This will help your brand be in touch with your customers before, during and after the placement of the order.

• Analyse customer behavioural patterns in the past, and flag customers who have a pattern of returning an order before it reaches them
• Blacklist regularly fraudulent customers from choosing cash on delivery (CoD) payment mode
• When a customer with a higher propensity to return an order chooses CoD as a preferred mode of payment, put interventions in place:
• Disable the CoD option for very high-risk customer
• Add extra shipping costs for CoD and/or,
• Add more confirmation steps for CoD – Such as entering OTP or confirming over a call etc.
• Ensure bulk orders are sent in small groups of products.
• Incentivise prepaid modes of payment by offering higher discounts to customers since returns are highest on CoD orders

GoKwik uses data science models to analyse historical customer behavioural patterns based on over 200+ parameters. Based on this analysis we assign an RTO to score to the customer & flag them into high-risk, medium risk and low-risk categories and proceed to place interventions as necessary for each bucket.

• If the address is detected to be inappropriate, incomplete or inaccurate, use AI to correct those
• If the detention happens after order placement, then communicate the same with the customer.

GoKwik uses data science models to locate the exact address of the customers. It also helps in pointing out incorrect or inappropriate addresses in real time.

• Creating a differentiated positioning, and standing out with unique offers, advertising and festive campaigns
• Focusing on providing a superior customer experience throughout the shopping and delivery stage
• Ensuring the overall GMV multiplies further by putting interventions to reduce RTO