Comments 9

  1. This is definitely a clever idea. It’s been my experience that return rates on bulky items are usually low to begin with. This gives the customer some of the assurance that Zappo’s offers with a little extra revenue on the side.

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      Exactly. What needs to do is this– clicks to Return Shipping Insurance should be tracked as an Event in Google Analytics. Then the e-tailer can see how many visitors who read Return Shipping Insurance pop-up text converted and their Average Order Value.

  2. How have customers responded well to the addition of this insurance? I agree that it is an attractive offer, but do you find that many customers utilize this option? Do you actively promote this? Any feedback would be great to share with clients here at Dydacomp.

    Thanks for sharing this article!

    Molly Griffin

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      Hi Molly,

      I don’t have access to data so I can’t confirm if the insurance offer is working. Maybe they’re running it as a test. I’ll check their site few months from now and if the insurance is still promoted on the homepage I’ll be certain it’s working. I’ll update you via email.


  3. Great post. I think that more and more eCommerce businesses are starting to truly understand the importance of offering their customers right right value to them. I know that personally, return shipping costs are a major pain and additional options like this return shipping insurance are a great idea that could really save the day. Excellent article. Thanks for sharing.

    1. Post
  4. It seems as if there is strategy behind what they are doing. No one likes to pay for shipping and thus ecommerce businesses, like Zappos, should promote free shipping so that they can retain and acquire new customers.

    Great read. Thanks for sharing.

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