SHANGHAI, July 5, 2016 /PRNewswire/ -- Globalegrow, the leading global cross-border online clothing retailer, announced in a promotion that clients requesting refunds on orders of less than $50, will be issued the refund no questions asked, in a move to improve customer satisfaction.
Since this June, Globalegrow had invested $600,000 in upgrading its websites www.sammydress.com, www.rosegal.com and www.zaful.com and implementing the new across-the-board policy of 30 days unconditional exchange or refund for orders under $50. Wendy, the head of customer service, indicated that since early June, they have been promoting the new policy widely through the home pages of the three websites, email blasts to customers, on Facebook and via Twitter, as well as through other channels, in a move to convey to customers their determination to improve service quality and customer satisfaction.
In May, Globalegrow discovered through a customer satisfaction survey that 17% of respondents failed to complete a purchase due to their concern that they would not be able to get refund should they want one; 12% failed to complete due to worry about the security around making a purchase online and that any refund would take a long time in coming; 23% of those who were unsatisfied with their former shopping experience said the exchange or refund process was too complicated and 42% indicated that an unconditional refund policy would enhance their willingness to purchase.
After analyzing the results of the survey, Globalegrow rolled out a series of new refund policies, as a strategy to improve customer satisfaction and the shopping experience. Under the terms of the new exchange/refund policy, the period of unconditional refund is extended from 7 to 30 days, the refund process is simplified - customers can get a refund simply by leaving a message on the website from where the goods were purchased indicating the order number and name of the product or products ordered, without any need to contact or communicate with customer service and, finally, the refund will be sent within 7 days rather than the previous 30.
The impact of the new policy has already been felt just within the two weeks since it was rolled out. Wendy provided the details: sales across the Globalegrow websites have improved by 9% compared with the corresponding period last year; the number of newly registered customers rose by 8% month-on-month and the latest customer satisfaction survey shows a jump of 6% compared with last month.
With such tangible results, Wendy noted that, in the future, Globalegrow would continue making customer satisfaction improvements a goal and try to better understand the needs and expectations of shoppers through surveys, big data analysis and other means. The company plans to keep investing in innovations that enhance product quality, transportation and logistics as well as customer service. Globalegrow says it will spare no effort in improving the customer shopping experience.
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