Overview of Wix eCommerce
Wix is a website builder that has grown in popularity since 2011 as a robust eCommerce platform. Today it hosts over 700,000 eCommerce brands from 190 countries, The Grilled Cheese Factory.
The secret to Wix’s eCommerce hosting is its in-built 500 templates that can be easily customized according to your store’s needs. Its AI and core features are built to facilitate store design and utility.
Wix has in-house tools to run any eCommerce business. From store management, marketing, cart checkout, and payments, Wix has all!
Introduction to Wix eCommerce Returns
Like Shopify and WooCommerce, Wix has avenues to handle eCommerce product returns. The return request is typically filed by the customers. As store owners, you can approve or reject them from Wix’s admin dashboard or the Wix Owner app.
The returns process activates when a return request is accepted. After reviewing the product and the quantity returned, Wix calculates the refund amount. The next step involves generating a return shipping label and tracking number.
You have to decide whether to allocate a carrier for reverse pick up or allow customers to drop off the product at the Post Office or other outlets. Then, the refund amount is transferred to the customer’s original payment source or as a store credit.
To advance the returns process, Wix offers multiple integrations. You can pair with fulfillment centers, multiple payment gateways, shipping companies, and more.
How can eCommerce Retailers Handle Returns on Wix
1) Issuing Refunds
Issuing a refund is easy with Wix’s Owner App. With it, you can manage an app for every aspect of the Wix eCommerce store, including refunds.
Refunds can be issued by selecting the specific order detail and incorporating the product quantities to get the refund amount. The app comes with the added feature of updating inventory as well.
Once the refund amount is calculated, you can initiate a manual refund by logging into your payment method account. You can use the Owner app to send your customer confirmation email containing details of the refund amount, shipping fee, etc. Thereafter, you can mark the refund as complete in your dashboard.
Wix also hosts many automatic payment methods for ease of refunding, including PayPal, Stripe, and Wix Payments. The refund process is simpler than the manual option.
After the refund product quantity, refund amount calculated, and other details are set, you can issue a refund with your original payment method. The refund is automatically approved and sent to your customer.
You can update your inventory and send a refund confirmation email from your Wix dashboard.
2) Exchanging Products
Wix eCommerce returns are tailored to provide exchanges too. Wix enables exchanges with the Wix Retail POS app. You can exchange products from your in-store outlet.
Exchanges can be made after finalizing the product in the Sales History of the POS app. You can search for the product with its order number or the customer's name. Then, visit the Action option under which exchange is available. After selecting the original items, you can swap them with new items from your product list and issue the exchange.
There are three modes listed for exchange. If the new order amount is the same as the original product cost. In this case, you can confirm the exchange, notify the customer via email, and print your sales receipt.
If the new order amount is less than the original, you can refund the excess to their credit/debit card or store it as a gift card.
Alternately, if the new order amount exceeds the original, you can charge your customer the excess amount. They can repay you as they would in a regular purchase.
3) Canceling Orders
The Wix eCommerce returns have room for order cancellation too. As the store owner, you can cancel orders with and without issuing a refund.
Wix’s Owner app supports order cancellation with the same process as refunds. You can cancel orders by selecting the relevant ones under the Busines tab of the Owner app. Then trigger a status change for inventory.
You also can send a notification to your customer with a personalized note before or after canceling the order.
Features of Wix eCommerce Returns for Seamless Customer Return Experience
1) Wix Payments
The best feature of Wix eCommerce returns is the Wix Payments tool. It simplifies the payment process with over 50 payment methods.
Leading debit cards, credit cards, and payment methods like Apple Pay, Pix, and PayPal are available within Wix Payments. You can easily offer flexible payment options and a seamless checkout experience.
2) Wix Point of Sale
Wix’s native POS solution enables in-person payments for brick and mortar businesses in the U.S. With Wix POS, exchanging returned items becomes convenient.
The POS system for retail comes with handy hardware kits and pre-installed software. It also has a mobile app version for easy payments and contactless sales.
3) Wix Owner App
Wix’s Owner app is a complete business management solution and a mobile version for the Wix website dashboard. It is a powerful application with multiple usages.
The Owner app lets you live chat with customers, track business growth analytics, and write a blog post. Additionally, you can promote websites, and manage inventory. The Wix eCommerce returns and refunds options are also embedded in the Wix Owner app.
4) Return Shipping Integrations
For efficient customer returns, Wix supports multiple integrations with shipping companies and 3PLs like USPS, ShipStation , and Shippo. Wix also allows you to connect with third-party shipping carriers and solution providers like FedEx to support reverse logistics.
5) Wix Inventory Management
Wix’s inventory management platform is called Wix Stores. You can track inventory with out-of-stock and low stock indicators. Working alongside the Wix Owner app, Wix retailers can update their inventory for returns in the Owners app that is reflected in Wix Stores for seamless inventory management.
6) API Customizations
To facilitate the Wix eCommerce returns process, it enables store owners to integrate with different APIs. Wix brands can connect with different shipping, inventory, and returns management SaaS providers like ClickPost.
ClickPost: A Flawless RMS Tool for Wix eCommerce Returns
With ClickPost’s specialized returns management, your Wix eCommerce returns process can improve infinitely. ClickPost is a customer-friendly platform with a robust support system that can easily integrate with any Wix.
ClickPost has integrations with over 200 global shipping carriers. These include FedEx , DHL, Aramex, Australia Post, BlueDart, and many more. This significantly increases your choice of shipping partners other than Wix’s pre-integrated courier, USPS.
Integrating with ClickPost gives you access to multiple shipping options and rates. You can create rules to select different shipping couriers for handling your returns based on multiple metrics.
Once the preferences have been set, ClickPost’s AI engine automatically allocates returns to the specific courier companies for seamless returns. You can easily print the returns shipping labels from ClickPost’s dashboard.
Wix retailers can provide more than a standard returns portal and tracking page. ClickPost customizes and builds a white-labeled branded returns portal and tracking page.
The returns portal automates the returns approval by configuring your brand’s returns policy. You can also enable multiple customizations like asking customers to upload product images to verify product quality or add customer notes.
Clickpost’s push and pull API are equipped to collect real-time tracking data projected on the branded tracking page for customer ease. With this, retailers can seamlessly track their parcels and offer on-time refunds to customers.
Another unique selling point of ClickPost is the ability to manage pick-up exceptions during returns. Whenever a pickup fails, ClickPost triggers immediate queries to customers to seek their responses.
Once it is collected, the courier agents are notified in real-time. This facilitates customer convenience as pick-up is scheduled based on their response.
How to create a Wix-optimized Return Policy to Offset eCommerce Returns
Returns policies are crucial in fighting off negative return experiences and retaining customers in your store. A proper RMS strategy begins with an excellent return policy. Here are a few points you can adhere to for a Wix-optimized returns policy:
- Have a time frame that minimizes returns; typically, a 30-day returns policy is adequate for most Wix stores.
- Have return rates and shipping costs low; if returns are always free, the shipping costs will increase.
- Having only exchanges or issuing store credit is the best way to minimize Wix’s apparel stores' returns and refunds.
- For more returns-prone items, have a flat return policy to split the returns cost fairly with customers.
Conclusion
Wix eCommerce returns are an integral component of your business. Wix has multiple native applications and software to ease the returns process. However, solely relying on them can decrease the efficiency of your returns.
This is where SaaS-based returns solutions like ClickPost come into play to automate and streamlines the hassle-prone returns experience into a smooth process.