Reduce Cart Abandonment with Clear Return Policies

35% of Customers Fear Size Issues: How to Display Return Policies to Reduce Cart Abandonment

For fashion retailers, cart abandonment is a major challenge, with a significant portion of customers expressing concerns about sizing. Studies show that 35% of customers abandon their carts due to worries about ordering the wrong size, which leads to lost sales. How can store owners address this concern and help customers feel more confident about completing their purchase?

The Problem:

In the fashion industry, uncertainty about sizing is one of the top reasons for cart abandonment. Customers are often hesitant to finalize their purchases because they’re unsure whether the clothes will fit. This uncertainty is particularly common in online shopping, where the customer can’t try the item before purchasing. Without clear information on size and return policies, many buyers choose to leave the cart.

Supporting Data:

35% of customers abandon carts due to sizing concerns (Source: E-commerce Consumer Research 2023).

Fashion e-commerce sites experience some of the highest cart abandonment rates, often exceeding 70%.

Potential Solutions:

Reducing size-related cart abandonment requires clear communication and tools that build customer confidence:

Display a Detailed Sizing Guide:
Many customers are unsure about which size to order. A detailed sizing chart, with measurements in different units (inches and centimeters), can help. Offering personalized size recommendations based on customer data (previous purchases or common fit feedback) can further reduce confusion.

Highlight Your Return and Exchange Policies:
Clearly stating a flexible return policy prominently on the product page or during checkout can alleviate customer anxiety about ordering the wrong size. Research shows that 65% of customers feel more confident purchasing when they know they can easily return or exchange an item if it doesn’t fit.

Use Customer Reviews and Photos:
Displaying customer feedback, including photos of real customers wearing the product, can offer valuable insight into how the product fits in real life. Customers trust the experiences of others and may feel reassured by seeing photos of people with similar body types.

So, How Do You Solve It?

What should be displayed on the product/checkout page?

Include a clear, easy-to-read size chart with conversion between sizes.

Highlight your return and exchange policies directly on the product page and in the checkout process. Make it clear that returns are easy and flexible.

How can you communicate this to customers via WhatsApp?
After a cart is abandoned due to sizing concerns, sending a WhatsApp message that emphasizes the flexible return policy and includes a personalized size recommendation could encourage customers to return and complete the purchase. You can also provide a link to your size guide or invite them to ask questions about sizing through WhatsApp.

Conclusion:

Cart abandonment due to sizing concerns is a frequent problem in online fashion retail. By clearly displaying size guides and return policies, along with leveraging customer reviews, stores can reduce the number of abandoned carts and boost conversion rates. Effective communication through WhatsApp, such as offering reassurance on sizing and returns, can further improve the shopping experience and encourage customers to return and finalize their purchase.