{"id":4576,"date":"2022-03-29T15:31:33","date_gmt":"2022-03-29T12:31:33","guid":{"rendered":"https:\/\/easy-sales.com\/blog\/ro\/?p=4576"},"modified":"2022-05-20T11:25:03","modified_gmt":"2022-05-20T08:25:03","slug":"gestiunea-facila-a-retururilor-ghid-practic","status":"publish","type":"post","link":"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/","title":{"rendered":"Gestiunea facil\u0103 a retururilor: ghid practic"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_42 counter-hierarchy ez-toc-counter ez-toc-light-blue ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\">Cuprins<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" area-label=\"ez-toc-toggle-icon-1\"><label for=\"item-69e97b67bee01\" aria-label=\"Table of Content\"><span style=\"display: flex;align-items: center;width: 35px;height: 30px;justify-content: center;direction:ltr;\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/label><input  type=\"checkbox\" id=\"item-69e97b67bee01\"><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Avantajele_unei_politici_generoase_de_retur\" title=\"Avantajele unei politici generoase de retur\">Avantajele unei politici generoase de retur<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Costul_real_al_returului\" title=\"Costul real al returului\">Costul real al returului<\/a><ul class='ez-toc-list-level-3'><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Solutii_pentru_magazinele_online_de_a_reduce_rata_de_retur\" title=\"Solu\u021bii pentru magazinele online de a reduce rata de retur\">Solu\u021bii pentru magazinele online de a reduce rata de retur<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Motivele_principale_ale_retururilor\" title=\"Motivele principale ale retururilor\">Motivele principale ale retururilor<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Cum_setezi_politica_de_retururi\" title=\"Cum setezi politica de retururi\">Cum setezi politica de retururi<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Ce_sa_faci_daca_produsul_este_deteriorat\" title=\"Ce s\u0103 faci dac\u0103 produsul este deteriorat?\">Ce s\u0103 faci dac\u0103 produsul este deteriorat?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/#Ce_sa_faci_daca_primesti_un_alt_produs_fata_de_cel_trimis_initial_clientului_final\" title=\"Ce s\u0103 faci dac\u0103 prime\u0219ti un alt produs fa\u021b\u0103 de cel trimis ini\u021bial clientului final?\">Ce s\u0103 faci dac\u0103 prime\u0219ti un alt produs fa\u021b\u0103 de cel trimis ini\u021bial clientului final?<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Consumatorul de ast\u0103zi este conectat, informat \u0219i are mai multe op\u021biuni pentru cump\u0103r\u0103turile online chiar dec\u00e2t poate evalua. Puterea este \u00een m\u00e2inile sale \u0219i printre altele, deseori se a\u0219teapt\u0103 s\u0103 i se permit\u0103 s\u0103 returneze produsele pe care le consider\u0103 nesatisf\u0103c\u0103toare.<\/p>\n\n\n\n<p>Gestionarea retururilor de produse este suficient de complex\u0103 \u00eentr-un magazin tradi\u021bional de retail. Gestionarea retururilor pentru achizi\u021biile online poate p\u0103rea chiar \u0219i mai descurajant\u0103.<\/p>\n\n\n\n<p>Am str\u00e2ns la un loc, noi echipa <a href=\"https:\/\/easy-sales.com\/ro\">easySales<\/a>, \u00een acest articol, c\u00e2teva idei \u0219i practici recomandate pentru gestionarea retururilor, menite s\u0103 te ajute s\u0103 dezvol\u021bi o strategie viabil\u0103, at\u00e2t pentru afacerea ta, c\u00e2t \u0219i pentru clien\u021bi.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Avantajele_unei_politici_generoase_de_retur\"><\/span><strong>Avantajele unei politici generoase de retur<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Un factor major care dicteaz\u0103 locul \u00een care cump\u0103r\u0103torii online fac achizi\u021biile este dac\u0103 ai o politic\u0103 clar\u0103 \u0219i generoas\u0103 de retururi. Studiile au ar\u0103tat c\u0103 astfel de politici cresc v\u00e2nz\u0103rile, f\u0103r\u0103 a ridica, \u00een acela\u0219i timp, \u0219i volumul return\u0103rilor. Afl\u0103 ce tip de produse au \u0219ansa cea mai mare s\u0103 fie returnate:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"dce5f0\" data-has-transparency=\"true\" style=\"--dominant-color: #dce5f0;\" decoding=\"async\" loading=\"lazy\" width=\"1000\" height=\"743\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/04\/Statista.png\" alt=\"\" class=\"has-transparency wp-image-4591\" srcset=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/04\/Statista.png 1000w, https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/04\/Statista-300x223.png 300w, https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/04\/Statista-768x571.png 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>Rata de retur va depinde de tipul de articol pe care \u00eel vinzi \u0219i de tipul de clien\u021bi c\u0103rora te adresezi. Dac\u0103 ai mul\u021bi clien\u021bi recuren\u021bi, care deja cunosc marfa, sunt toate \u0219ansele ca retururile s\u0103 fie mai mici dec\u00e2t media. Dar, spre exemplu, rata de retur a afacerii tale online poate cre\u0219te cu p\u00e2n\u0103 la 25% peste normal dup\u0103 s\u0103rb\u0103tori, perioad\u0103 de v\u00e2rf ca volum de achizi\u021bii.<\/p>\n\n\n\n<p>\u00cen timp ce recenziile online sunt o modalitate important\u0103 de a inspira \u00eencrederea consumatorilor \u00een afacerea ta, o achizi\u021bie online este, cu toate acestea \u0219i un risc pentru consumator.<\/p>\n\n\n\n<p>Jum\u0103tate dintre cump\u0103r\u0103torii online au numit un proces u\u0219or de retur drept defini\u021bia unei experien\u021be pozitive de cump\u0103r\u0103turi online. \u0218i retururile sunt cu at\u00e2t mai importante dac\u0103 vizezi expansiunea \u00een comer\u021bul electronic interna\u021bional.<\/p>\n\n\n\n<p><strong>72% dintre clien\u021bi verific\u0103 politica de retur, \u00eenainte <\/strong>de a plasa o comand\u0103 \u0219i 70% nu mai cump\u0103ra c\u00e2nd afl\u0103 c\u0103 nu pot returna produsele, sau implic\u0103 costuri \u0219i formulare, \u00een plus. Comunic\u0103 transparent \u0219i accesibil consumatorilor pe homepage, \u00een zona de produse, printr-un banner \u0219i notific\u0103 politica ta de retur, \u00een paginile importante din site.<\/p>\n\n\n\n<p>Pe scurt, dac\u0103 faci retururile simple, majoritatea clien\u021bilor vor cump\u0103ra din nou de la tine.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"423d3d\" data-has-transparency=\"false\" style=\"--dominant-color: #423d3d;\" decoding=\"async\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/retururi.jpg\" alt=\"\" class=\"not-transparent wp-image-4581\"\/><\/figure>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Costul_real_al_returului\"><\/span><strong>Costul real al returului<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>Gestionarea retururilor din eCommerce este un proces tot mai \u00eempov\u0103r\u0103tor \u0219i costisitor pentru magazinele online \u0219i constituie un factor major de poluare pentru mediu.<\/strong><\/p>\n\n\n\n<p>Atunci c\u00e2nd un produs este returnat, fiecare afacere online trebuie s\u0103 ia \u00een considerare urm\u0103toarele costuri:<\/p>\n\n\n\n<p><strong>For\u021ba de munc\u0103<\/strong> &#8211; Fiecare parte a procesului de retur va avea costuri cu for\u021ba de munc\u0103, inclusiv servicii pentru clien\u021bi, reconcilieri financiare, transport, depozitare, reaprovizionare \u0219i rev\u00e2nzare.<\/p>\n\n\n\n<p><strong>Rev\u00e2nzarea<\/strong> &#8211; dac\u0103 m\u0103rfurile returnate urmeaz\u0103 s\u0103 fie v\u00e2ndute din nou, este posibil s\u0103 fie nevoie s\u0103 fie reparate sau recondi\u021bionate, apoi reambalate \u0219i repuse pe pia\u021b\u0103. Costul de a face acest lucru poate dep\u0103\u0219i cu mult pre\u021bul de v\u00e2nzare cu am\u0103nuntul.<\/p>\n\n\n\n<p><strong>Bunurile deteriorate <\/strong>&#8211; Dac\u0103 un produs este returnat \u00een stare deteriorat\u0103 sau desigilat, este posibil s\u0103 fie distrus complet, ceea ce \u00eenseamn\u0103 c\u0103 v\u00e2nz\u0103torul are de acoperit costul produsului \u0219i al return\u0103rii.<\/p>\n\n\n\n<p><strong>Transportul<\/strong> &#8211; Restituirea m\u0103rfurilor returnate de la un client poate \u00eensemna noi costuri semnificative &#8211; acestea ar putea include plata serviciilor de transport, ambalaj \u0219i etichetare.<\/p>\n\n\n\n<h3><span class=\"ez-toc-section\" id=\"Solutii_pentru_magazinele_online_de_a_reduce_rata_de_retur\"><\/span><strong>Solu\u021bii pentru magazinele online de a reduce rata de retur<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Afla\u021bi la mijloc, \u00eentre clien\u021bii care cer procese mai facile, dar retururi \u201cgratuite\u201d \u0219i men\u021binerea avantajelor concuren\u021biale pe o pia\u021b\u0103 tot mai competitiv\u0103, comercian\u021bii pot reduce rata de retur. \u00cenainte ca returul efectiv s\u0103 aib\u0103 loc, magazinele online \u00ee\u0219i pot deja sensibiliza clien\u021bii \u0219i pot crea valoare ad\u0103ugat\u0103, prin:<\/p>\n\n\n\n<ul><li><strong>Informa\u021bii complete despre produse \u0219i fotografii c\u00e2t mai detaliate \u0219i REALE. <\/strong>Pozele mult prea retu\u0219ate sunt o capcan\u0103 \u0219i ca \u0219i consumator sunt atent\u0103 s\u0103 cump\u0103r doar de la branduri cunoscute, care au \u0219i magazin fizic pentru a verifica produsul.<\/li><li><strong>Furnizarea de informa\u021bii suplimentare clien\u021bilor finali<\/strong>, despre amprenta ecologic\u0103 a expedi\u021biei coletelor \u0219i importan\u021ba de a se asigura c\u0103 au ales m\u0103rimea potrivit\u0103;<\/li><li><strong>Multiple op\u021biuni de livrare<\/strong>, astfel \u00eenc\u00e2t consumatorul final s\u0103 \u00ee\u0219i poat\u0103 alege furnizorul de transport preferat sau modalitatea de livrarea care i se potrive\u0219te. De exemplu po\u021bi introduce varianta de livrare prin lockere, deoarece clien\u021bii nu au predictibilitate la ce loca\u021bie vor fi, mai ales de c\u00e2nd munca a devenit flexibil\u0103: c\u00e2nd la birou, c\u00e2nd acas\u0103.<\/li><li><strong>Gratuitate la returnarea coletelor. <\/strong>Comerciantul poate s\u0103 \u00ee\u0219i asume plata retururilor. La un volum decent de comenzi, de exemplu 250 colete pe lun\u0103 po\u021bi cere negocierea cu serviciile de curieri un retur gratuit \u0219i 0 taxa km suplimentari. O alt\u0103 idee este s\u0103 testezi care curier ofer\u0103 gratuitate la retur.<\/li><li><strong>Confirm\u0103 comenzile prin telefon, pe cele pe care le consideri suspecte <\/strong>(2 bluze cu m\u0103rimi diferite, 2 perechi de pantaloni la aceea\u0219i m\u0103rime). Se pot anula comenzile din eMag (f\u0103r\u0103 comision) prin mesaj \u00een mesagerie, cu dovada c\u0103 acel client confirm\u0103 anularea. Sau \u00eel po\u021bi ruga pe client s\u0103 anuleze el comanda din eMag. <\/li><li><strong>Renun\u021b\u0103 la produsele la care ai retururi mari. <\/strong>Poate p\u0103rea o decizie grea, dar &#8230; te scap\u0103 de mult timp pierdut.<\/li><li><strong>Livreaz\u0103 \u00een termen de maxim 48h de la plasare ca s\u0103 nu aib\u0103 timp s\u0103 se r\u0103zg\u00e2ndeasc\u0103<\/strong> \u0219i neap\u0103rat notific\u0103-i prin sms \u0219i e-mail.<\/li><\/ul>\n\n\n\n<p>Cel mai bun curier e cel cu care reu\u0219e\u0219ti s\u0103 ai cea mai bun\u0103 rela\u021bie de colaborare pe termen lung, care livreaz\u0103 ok \u0219i ia m\u0103suri de \u00eembin\u0103t\u0103\u021bire, arat\u0103 deschidere spre negociere \u0219i bun\u0103 comunicare. Po\u021bi cere renegocierea tarifului retururilor, sau trecerea ca \u0219i gratuitate aretururilor, volumetria scoas\u0103 din cost, kilometri externi, ambalaje, sau printarea AWB-ului de c\u0103tre curier \u00een caz c\u0103 nu ai reu\u0219it s\u0103 printezi. De asemenea e important ca rambursurile s\u0103 fie automatizate, s\u0103 le prime\u0219ti zilnic, nu odat\u0103 la s\u0103pt\u0103m\u00e2n\u0103 sau odat\u0103 la 2 -3 s\u0103pt\u0103m\u00e2ni. Defapt costul din contract pentru serviciile de curierat nu are nicio leg\u0103tur\u0103 cu ceea ce se factureaz\u0103 total. Costul mediu = total facturat de firmele de curierat\/ nr total colete livrate, inclusiv retururi, swapuri.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Motivele_principale_ale_retururilor\"><\/span><strong>Motivele principale ale retururilor<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Cele mai frecvent \u00eent\u00e2lnite motive pentru care clien\u021bii returneaz\u0103 un produs pe care l-au achizi\u021bionat online sunt:<\/p>\n\n\n\n<p><strong>Produsul este gre\u0219it trimis.<\/strong> La procesarea comenzii s-a ales un alt produs sau o alt\u0103 culoare, iar clientul vede c\u0103 nu este calitatea c\u0103utat\u0103 \u0219i nu mai dore\u0219te s\u0103 primeasc\u0103 un alt produs. Dac\u0103 angaja\u021bii t\u00e2i gre\u0219esc comenzile, afl\u0103 ce solu\u021bii po\u021bi lua:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"2079c0\" data-has-transparency=\"false\" style=\"--dominant-color: #2079c0;\" decoding=\"async\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/Angajatii-tai-gresesc-comenzile.jpg\" alt=\"\" class=\"not-transparent wp-image-4579\"\/><\/figure>\n\n\n\n<p><strong>Produsul este defect sau deteriorat<\/strong>. Bunurile se pot deteriora, uneori, \u00een timpul transportului c\u0103tre client, caz \u00een care acesta dore\u0219te, justificat, o \u00eenlocuire sau o rambursare. Recomand\u0103m s\u0103 optimizezi livr\u0103rile \u0219i s\u0103 testezi care firm\u0103 de curierat livreaz\u0103 cel mai bine. \u00cen platforma easySales po\u021bi alege dintr-o list\u0103 lung\u0103 de firme de curierat \u0219i apoi testa, \u00een func\u021bie de distan\u021b\u0103, cost, calitatea livr\u0103rii.<\/p>\n\n\n\n<p><strong>Produsul nu arat\u0103 a\u0219a cum este descris<\/strong>. Clien\u021bii merg uneori \u00een orb la cump\u0103r\u0103turile online, deoarece nu pot vedea sau atinge produsul \u00eenainte de a-l achizi\u021biona. C\u00e2nd \u00ee\u0219i dau seama c\u0103 produsul nu corespunde descrierii sale, vor dori s\u0103-l returneze. Pentru a evita acest lucru, asigur\u0103-te c\u0103 pagina produsului ofer\u0103 o mul\u021bime de informa\u021bii despre produs, inclusiv fotografii bune \u0219i reale \u0219i descrieri detaliate.<\/p>\n\n\n\n<p><strong>Produsul este de slab\u0103 calitate<\/strong>. Orice client va dori s\u0103 returneze un produs dac\u0103 acesta consider\u0103 c\u0103 este de slab\u0103 calitate. Aceasta poate fi o problem \u00een special pentru opera\u021biunile de dropshipping, deoarece nu ai mari \u0219anse de a verifica produsul \u00eenainte ca acesta s\u0103 ajung\u0103 la client.<\/p>\n\n\n\n<p><strong>Clientul a comandat prea multe exemplare din acela\u0219i articol<\/strong>. Mai ales la categoriile precum \u00eembr\u0103c\u0103mintea sau \u00eenc\u0103l\u021b\u0103mintea, m\u0103rimea este esen\u021bial\u0103 \u0219i de multe ori, este dificil s\u0103 fii sigur atunci c\u00e2nd plasezi o comand\u0103 online. \u00cen loc s\u0103 fac\u0103 o achizi\u021bie \u0219i apoi s\u0103 observe c\u0103 dimensiunea nu este tocmai potrivit\u0103, devine din ce \u00een ce mai uzual ca utiliatorii s\u0103 cumpere acela\u0219i articol \u00een dimensiuni diferite, ca apoi s\u0103 \u00eel p\u0103streze doar pe cel care se potrive\u0219te. Aici intervine customere support care trebuie s\u0103 \u00eel ajute pe client s\u0103 ia decizia, iar fi\u0219ierul cu m\u0103urile tale s\u0103 fie \u0219i \u00een pagina de check out.<\/p>\n\n\n\n<p><strong>Problemele cu livrarea<\/strong>. Exist\u0103 multe probleme de livrare care pot ap\u0103rea, mai ales atunci c\u00e2nd expediezi \u00een str\u0103in\u0103tate. Vestea bun\u0103 este c\u0103 exist\u0103 \u0219i o mul\u021bime de lucruri pe care le po\u021bi face pentru a preveni acest lucru, cum ar fi alegerea curierilor de \u00eencredere, plata anticipat\u0103 a taxelor \u0219i impozitelor \u0219i utilizarea solu\u021biilor de tracking. Notific\u0103rile easySales prin sms \u0219i e-mail sunt un must have pentru reducerea retururilor. <a href=\"https:\/\/easy-sales.com\/ro\/sms-notifications\">Setezi automat<\/a> la ce evenimente s\u0103 primeasc\u0103 clientul un e-mail sau sms cu codul AWB pentru monitorizare rapid\u0103. <\/p>\n\n\n\n<p><strong>Clientul nu mai vrea articolul<\/strong>. \u0218i aceasta este o realitate. Clien\u021bii pur \u0219i simplu se r\u0103zg\u00e2ndesc \u0219i nu mai doresc, sau nu mai au nevoie de articolul pe care l-au comandat. \u00cen acest caz, sunt toate \u0219ansele s\u0103 ajungi s\u0103 restitui banii \u00een cont. Important este s\u0103 restitui repede banii \u0219i s\u0103 pui accent pe fidelizarea clientului.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Cum_setezi_politica_de_retururi\"><\/span><strong>Cum setezi politica de retururi<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"5e6062\" data-has-transparency=\"false\" style=\"--dominant-color: #5e6062;\" decoding=\"async\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/clienti-nemultumiti.jpg\" alt=\"\" class=\"not-transparent wp-image-4583\"\/><\/figure>\n\n\n\n<ul><li>Decide dac\u0103 vei oferi doar retururi sau credit pentru alte achizi\u021bii;<\/li><li>Seteaz\u0103 o limit\u0103 de timp pentru retururi &#8211; 30 de zile este standardul, dar unele magazine ofer\u0103 p\u00e2n\u0103 la 90 de zile;<\/li><li>Prezint\u0103 regulile de retur &#8211; de exemplu, bunurile trebuie s\u0103 fie \u00een ambalajul original, cu etichetele ata\u0219ate, <\/li><li>Decide dac\u0103 po\u021bi oferi retururi gratuite sau dac\u0103 vei taxa acest pas &#8211; pentru fidelizare retururile trebuie s\u0103 fie gratuite;<\/li><li>Decide eticheta de retur \u2013 poate va fi prepl\u0103tit\u0103, cu adresa de retur deja imprimat\u0103 pe ea;<\/li><li>Descrie clar procesul de retur, pas cu pas;<\/li><li>Asigur\u0103-te c\u0103 incluzi \u0219i alte informa\u021bii importante pe care clientul va dori s\u0103 le cunoasc\u0103, cum ar fi: durata de procesare a returului, informa\u021biile de contact, orice taxe de procesare.<\/li><\/ul>\n\n\n\n<p>Gestionarea retururilor este foarte important\u0103, pentru p\u0103strarea clien\u021bilor. Dac\u0103 clien\u021bii \u00eent\u00e2mpin\u0103 dificult\u0103\u021bi \u00een plasarea unei cereri de retur, vor fi descuraja\u021bi s\u0103 fac\u0103 o achizi\u021bie din magazinul t\u0103u data viitoare \u0219i, \u00een cele din urm\u0103, \u00eei vei pierde. \u00cen plus pot s\u0103 \u00ee\u0219i fac\u0103 timp s\u0103 posteze nemul\u021bumirea pe re\u021belele sociale.<\/p>\n\n\n\n<p>Dar dac\u0103 faci procesul de retur convenabil, clien\u021bii vor avea mai multe \u0219anse s\u0103 \u00ee\u021bi viziteze magazinul online din nou, \u00een viitor, \u00een ciuda faptului c\u0103 poate c\u0103 au primit o comand\u0103 incorect\u0103 sau incomplet\u0103.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Ce_sa_faci_daca_produsul_este_deteriorat\"><\/span><strong>Ce s\u0103 faci dac\u0103 produsul este deteriorat?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Dac\u0103 produsul este deteriorat sau prezint\u0103 alte aspectece \u00eei scad valoarea de rev\u00e2nzare, ai 2 variante:<\/p>\n\n\n\n<p>-po\u021bi s\u0103 \u00eei rambursezi o sum\u0103 mai mic\u0103 (se scade paguba \u0219i aici po\u021bi lua decizia la produsele cu cost de peste 400 de lei)<br>-\u00eei rambursezi \u00eentreaga sum\u0103 \u0219i vei avea 95% \u0219anse s\u0103 r\u0103m\u00e2n\u0103 client.<br>\u00cen ambele situa\u021bii, trebuie \u00eentocmit un proces verbal de constatare: la recep\u021bionarea produsului X s-a constatat problema Y \u00cen urma analizei, valoarea produsului va sc\u0103dea cu suma Y. astfel vei putea revinde produsul cu o valoare mai mic\u0103, dec\u00e2t intrarea.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Ce_sa_faci_daca_primesti_un_alt_produs_fata_de_cel_trimis_initial_clientului_final\"><\/span><strong>Ce s\u0103 faci dac\u0103 prime\u0219ti un alt produs fa\u021b\u0103 de cel trimis ini\u021bial clientului final?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Dac\u0103 vinzi prin marketplace \u0219i prime\u0219ti un alt produs fa\u021b\u0103 de cel trimis ini\u021bial de consumator, po\u021bi face poze pentru dovad\u0103 \u0219i respinge returul. Apoi po\u021bi deschide o nou\u0103 cerere pentru retur. Clien\u021bii sunt foarte confuzi c\u00e2nd combin\u0103 comenzile de la mai mul\u021bi selleri.<\/p>\n\n\n\n<p><strong>Viitorul este \u00een construc\u021bie \u0219i trebuie s\u0103 te g\u0103seasc\u0103 preg\u0103tit pentru evolu\u021bia tehnologic\u0103 a eCommerce-ului.<\/strong><br>Dac\u0103 ai nevoie de ajutor pentru a vinde eficient \u0219i simplificat pe marketplace-uri \u0219i pentru a scala \u00een Ungaria \u0219i Bulgaria, noi, cei din echipa easySales, suntem la un click distan\u021b\u0103.<\/p>\n\n\n\n<p><strong><a href=\"https:\/\/easy-sales.com\/ro\/about-us\" target=\"_blank\" rel=\"noreferrer noopener\">Scrie-ne&nbsp;<\/a>\u0219i hai s\u0103-\u021bi cre\u0219tem \u00eempreun\u0103 afacerea \u00eentr-o Rom\u00e2nie sustenabil\u0103.<\/strong><\/p>\n\n\n\n<p>Beneficiaz\u0103 de&nbsp;<strong><a href=\"https:\/\/easy-sales.com\/register\">14 zile testare gratuit\u0103<\/a><\/strong>a platformei easySales \u0219i bucur\u0103-te de:<br>\u2981 Listare automatizat\u0103 produse pe marketplace-uri<br>\u2981 Acces la o singur\u0103 platform\u0103, \u00een loc de mai multe<br>\u2981 Sincroniz\u0103ri automate stocuri \u0219i pre\u021buri pe toate canalele<br>\u2981 Procesare comenzi bulk, \u00eentr-un singur loc, indiferent de sursa lor<br>\u2981 Acces la o echip\u0103 de suport agil\u0103.<\/p>\n\n\n\n<p><strong>Fii conectat la cele mai bune practici \u00een eCommerce.<\/strong><a href=\"https:\/\/easy-sales.com\/blog\/ro\/?utm_source=Danco_Vision_Articol&amp;utm_medium=Cold+leads&amp;utm_campaign=Danco_Vision_articol_Martie_2022&amp;utm_id=Marketing+018%2F2022\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><strong>Contact 037 123 34 39 sau la contact@easy-sales.com.<\/strong><\/p>\n\n\n\n<p><strong>Te a\u0219tept\u0103m la testare!<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Consumatorul de ast\u0103zi este conectat, informat \u0219i are mai multe op\u021biuni pentru cump\u0103r\u0103turile online chiar dec\u00e2t poate evalua. Puterea este \u00een m\u00e2inile sale \u0219i printre altele, deseori se a\u0219teapt\u0103 s\u0103 i se permit\u0103 s\u0103 returneze produsele pe care le consider\u0103 nesatisf\u0103c\u0103toare. Gestionarea retururilor de produse este suficient de complex\u0103 \u00eentr-un magazin tradi\u021bional de retail. Gestionarea retururilor pentru achizi\u021biile online poate p\u0103rea chiar \u0219i mai descurajant\u0103. Am str\u00e2ns la un loc, noi echipa easySales, \u00een acest articol, c\u00e2teva idei \u0219i practici recomandate pentru gestionarea retururilor, menite s\u0103 te ajute s\u0103 dezvol\u021bi o strategie viabil\u0103, at\u00e2t pentru afacerea ta, c\u00e2t \u0219i pentru\u2026<\/p>\n","protected":false},"author":5,"featured_media":4582,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[21],"tags":[],"blocksy_meta":{"styles_descriptor":{"styles":{"desktop":"","tablet":"","mobile":""},"google_fonts":[],"version":5}},"acf":[],"featured_image_urls":{"full":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false],"thumbnail":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-150x150.webp",150,150,true],"medium":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-300x251.webp",300,251,true],"medium_large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-768x644.webp",768,644,true],"large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false],"1536x1536":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false],"2048x2048":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false]},"post_excerpt_stackable":"<p>Cuprins Avantajele unei politici generoase de returCostul real al returuluiSolu\u021bii pentru magazinele online de a reduce rata de returMotivele principale ale retururilorCum setezi politica de retururiCe s\u0103 faci dac\u0103 produsul este deteriorat?Ce s\u0103 faci dac\u0103 prime\u0219ti un alt produs fa\u021b\u0103 de cel trimis ini\u021bial clientului final? Consumatorul de ast\u0103zi este conectat, informat \u0219i are mai multe op\u021biuni pentru cump\u0103r\u0103turile online chiar dec\u00e2t poate evalua. Puterea este \u00een m\u00e2inile sale \u0219i printre altele, deseori se a\u0219teapt\u0103 s\u0103 i se permit\u0103 s\u0103 returneze produsele pe care le consider\u0103 nesatisf\u0103c\u0103toare. Gestionarea retururilor de produse este suficient de complex\u0103 \u00eentr-un magazin tradi\u021bional de retail.&hellip;<\/p>\n","category_list":"<a href=\"https:\/\/easy-sales.com\/blog\/ro\/category\/vanzari\/\" rel=\"category tag\">V\u00e2nz\u0103ri<\/a>","author_info":{"name":"easySales Team","url":"https:\/\/easy-sales.com\/blog\/ro\/author\/easysales\/"},"comments_num":"0 comments","featured_image_urls_v2":{"full":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false],"thumbnail":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-150x150.webp",150,150,true],"medium":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-300x251.webp",300,251,true],"medium_large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-768x644.webp",768,644,true],"large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false],"1536x1536":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false],"2048x2048":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/03\/rata-de-retururi-mare-jpg-webp.webp",940,788,false]},"post_excerpt_stackable_v2":"<p>Cuprins Avantajele unei politici generoase de returCostul real al returuluiSolu\u021bii pentru magazinele online de a reduce rata de returMotivele principale ale retururilorCum setezi politica de retururiCe s\u0103 faci dac\u0103 produsul este deteriorat?Ce s\u0103 faci dac\u0103 prime\u0219ti un alt produs fa\u021b\u0103 de cel trimis ini\u021bial clientului final? Consumatorul de ast\u0103zi este conectat, informat \u0219i are mai multe op\u021biuni pentru cump\u0103r\u0103turile online chiar dec\u00e2t poate evalua. Puterea este \u00een m\u00e2inile sale \u0219i printre altele, deseori se a\u0219teapt\u0103 s\u0103 i se permit\u0103 s\u0103 returneze produsele pe care le consider\u0103 nesatisf\u0103c\u0103toare. Gestionarea retururilor de produse este suficient de complex\u0103 \u00eentr-un magazin tradi\u021bional de retail.&hellip;<\/p>\n","category_list_v2":"<a href=\"https:\/\/easy-sales.com\/blog\/ro\/category\/vanzari\/\" rel=\"category tag\">V\u00e2nz\u0103ri<\/a>","author_info_v2":{"name":"easySales Team","url":"https:\/\/easy-sales.com\/blog\/ro\/author\/easysales\/"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Gestiunea facil\u0103 a retururilor: ghid practic - easySales Blog<\/title>\n<meta name=\"description\" content=\"Idei, sfaturi \u0219i practici recomandate pentru gestionarea de retururi, pentru fidelizare clien\u021bi \u0219i costuri reduse\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/easy-sales.com\/blog\/ro\/gestiunea-facila-a-retururilor-ghid-practic\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gestiunea facil\u0103 a retururilor: ghid practic - 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