Research On The Return Service Optimization Strategy Of Vipshop

With the rapid development of China's e-commerce industry,online shopping has become a very important form of transaction in people's lives,but some questions about returns will follow.Consumers pay special attention to the company's return services.High-quality return services have gradually become a very important part of business operations and a core element of competition among companies.It can not only safeguard the rights and interests of consumers,but also protect the interests of businesses.How to optimize the existing return service is an extremely important issue at present.This article will use the VIP product's return service as the research object,firstly introducing the basic situation of the VIP Club,and then collecting the evaluation data of the consumer's VIP product return service through the questionnaire survey.Based on the analysis and analysis of these data,the importance of consumers' satisfaction with return services at the current stage of VIP Club and related factors of returns was studied.Then it compares the various factors of the return service of the VIP Club with the benchmark enterprises in the domestic e-commerce industry,and uses the IPA data analysis method to intuitively describe the advantages and disadvantages of the VIP product return service,and finally combines the VIP product itself.The characteristics of the operating model,put forward a more targeted return service optimization strategy.This will help Vipshop to occupy a broader market in the e-commerce industry and achieve greater development.This article mainly focuses on the optimization of the strategy of returning the service of the only product,from the return rules,the refund period,the return process,the timeliness of the withdrawal processing,the tracking and feedback of the return information,the timeliness of the pickup,the return compensation method,and the advance payment In the nine aspects of the return method and return customer service attitude,we put forward the improvement and optimization strategies concerning the VIP service return policy.Finally,we will improve the quality of the return service,improve the customer satisfaction,and reduce the VIP product return service.Cost,the purpose of expanding the larger market.Although this research is aimed at the company of Vipshop,it also serves as a reference for other companies in the industry.It can improve the deficiencies in return services,improve service quality,enhance customer satisfaction and protect the interests of the company.