Reducing furniture returns: the key to higher profits

The truth behind furniture returns

A study by the National Retail Federation showed that furniture and home-related products have the highest return rate of all product categories—15.8%, where the average e-commerce return rate is around 17%. Not only do they win in terms of the highest return rate, but furniture is also one of the most problematic products to return. Furniture pieces are bulky and heavy and often get damaged during transportation. The wooden table cut in half, scratched sofa cover, or broken mirror - these are just a few examples of many. More importantly, for manufacturers and retailers, it’s costly, and thus, many struggle to profit from the returns process.

Let’s take a look at the 5 most popular reasons for e-commerce returns and see how they relate to the furniture industry.

5 common reasons for e-commerce returns

Reason #1: The product didn’t match the description

Inaccurate or vague descriptions of the product’s color, texture, and unique features may cause an increase in the number of furniture returns. After all, it’s not what they ordered. In this business, customers expect as much information as possible, as well as a lot of visualizations to help them better imagine the furniture piece in their home.

Reason #2: Shipping or delivery issues

When the order’s delivery is going too slow, the potential customer may be frustrated and become biased toward the purchase. So, if your business is based on custom-made furniture pieces, it’s best to let people know beforehand how long they would have to wait for their turn.

There’s also a matter of damaged packages, incorrect items shipped, or missing components or parts if your product needs assembly. In these cases, shoppers may immediately hit the ‘return’ button.

Reason #3: Better price found somewhere else

Ah, the tale is as old as time. Although they may have ordered it from your website, we all know how the online purchases algorithm works: It suggests similar products whenever we are. So, it’s no surprise that this is one of the most popular reasons for customer dissatisfaction.

Reason #4: Size or fit issues

Size and spatial requirements must be considered during purchase. If the manufacturer or retailer doesn’t provide the necessary information or visuals, customers may not be able to visualize the products in their space and may, therefore, make the wrong choices.

Reason #5: Change of mind

Sometimes, online shoppers change their minds upon the item’s arrival. Maybe it didn’t meet customer expectations regarding quality, or they decided it didn’t fit the space as they expected it to.

How can you reduce return rates and boost customer satisfaction?

Clearly-stated return policy

Having a transparent and clear return policy will not only protect your business from return fraud and many misunderstandings but will also help understand your customers how you manage e-commerce returns and what they can expect from you.

So, set out your return terms for online purchases, outline eligibility, and provide a timeline. If you give store credit or encourage exchanges - specify it. This will build trust among your target audience because an unproblematic return process is a good business.

Detailed size charts and visual content

Give your browsing customer as many details as possible. Product descriptions should be precise and easy to read, with clear measurements and details concerning the fabric and texture of a product. Remember, people are visual learners, so add a variety of visuals, from photos to spins and videos. Including lifestyle photos is also a great trick to allow people to see how the furniture piece blends with the surroundings. This will help the buyer imagine the item better and minimize the number of returns.

Use of 3D or AR technology

Give your customers the opportunity to experience your products to the fullest with innovative visualization tools based on 3D or AR technology. Showing your stock in a 3D format allows your customers to examine the product closely —all the angles, details, the softness of the fabric, or the roughness of the wooden table. Thanks to that, the audience can also see its size and decide whether or not it fits their style.

This will help improve the brick-and-mortar store experience and reduce return rates to a minimum. After all, the more customers know about the product before purchasing it, the better it will be for business!

Customer-friendly return process

The main point is to manage returns efficiently to boost the customer experience. As e-commerce businesses, it’s good to provide customers with various options for easy drop-off and offer multiple convenient ways to report a return. In short, make the process as simple as possible. They will appreciate it and come back for more.

With a well-trained customer support team that will quickly respond to dissatisfied buyers via communication channels, clear steps in the returns process, and minimal paperwork, you keep the business going!

Find out why customers return the products and iterate

Analyze return data and purchase patterns and see to online customer requests - all the factors contributing to e-commerce returns should be carefully examined by the customer service team, and improvements should be made for future returns. Open-ended feedback is crucial and can give you a competitive advantage that you need to make future purchases successful and boost sales revenue!

How can Orbitvu solutions help boost your profit margins?

Furniture returns are one of the biggest challenges in the e-commerce industry. Customers rely on images and descriptions to make purchasing decisions. If the product doesn’t meet their expectations in person, they return it. Every return means additional costs: logistics, restocking, and potential product damage. How can you reduce this risk? The key is to provide accurate and high-quality product presentations from the very beginning.

Orbitvu solutions, such as Furniture Studio for large and heavy pieces and Alphastudio Compact for small and medium-sized products, help create professional images quickly and efficiently through automation. With these innovative solutions, you can:

• Minimize the number of returns – high-quality spins, detailed close-ups, and true-to-life colors ensure customers know exactly what they are buying. The better the product presentation, the fewer returns.
• Speed up content production – automation eliminates the need for large photography teams. Orbitvu devices allow you to capture and edit images several times faster than a traditional photography studio.
• Boost content consistency - photo automation provides an all-in-one solution for creating professional, consistent, and visually stunning product content, helping you stand out in a competitive market.
• Improve inventory management – faster content production means new products can be added to your online store immediately. This helps prevent stock buildup and accelerates product turnover.
• Reduce content production costs – one automated studio eliminates the need for expensive studio rentals or hiring professional photographers for every new product.

As a result, investing in Orbitvu technology leads to increased sales, fewer returns, and more efficient internal operations. It’s a simple yet effective way to boost profit margins and optimize your furniture business.

Remember, returns are your gate to customer loyalty

While reducing returns is crucial for increasing profit margins, handling them well can also strengthen customer trust and loyalty. A seamless return process, combined with high-quality product presentation, reassures customers that they are making a risk-free purchase.

By investing in accurate, professional imagery with Orbitvu solutions, you not only minimize unnecessary returns but also create a more transparent and satisfying shopping experience. In the long run, happy customers are more likely to return—not with a product, but for another purchase.

Fewer returns = happy customers and more profit.

Contact us today, and let us show you how automated product photography can help you streamline your workflow and increase profits!