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The Importance of Capturing Timely Reviews After Successful Delivery

Reviews do more than share opinions — they tell personal stories that build trust, guide purchasing decisions, and foster long-term loyalty. They’re an essential tool for eCommerce brands looking to build relationships with customers and provide authentic social proof. Encouraging customers to leave reviews is a highly effective way to engage with shoppers and nurture repeat buyers, all while organically showcasing your product’s value to future customers. But asking for reviews isn’t as simple

Transform BFCM Returns into Exchanges: Shifting Consumer Behavior with Subtle Guidance

During the peak season of Black Friday and Cyber Monday (BFCM), retailers often face the challenge of high customer acquisition costs (CAC) alongside an increase in return rates. This combination can have a detrimental effect on a merchant’s bottom line, wasting both effort and investment.  To mitigate the impact of returns on revenue, retailers must focus on changing customer behaviors to turn returns into exchanges. In this article, we’ll share proven strategies for recapturing more revenue f

The Poison Pill of "Returns Insurance" - A Merchant's Perspective

My role in eCommerce-focused SaaS sales gives me a unique vantage point, allowing me to work with a pretty diverse range of merchants, from startups to 9-figure giants, across various industries and geographies. One recurring topic that merchants bring up is returns. Recently, during a sales call, a merchant from a well-established brand made a statement that stuck with me: “Most software companies don’t truly understand what business owners care about. They might have good features, but they o