As a Shopee seller, you must have heard of the Change of Mind Returns Program and you must also see the images from your competitors are labeled with a “Change of Mind” icon. What is it? How can I join it? What benefits can it bring to us Shopee sellers? The Change of Mind Returns Program is a programme that helps sellers boost their sales on Shopee by providing a Free Return service to their buyers. This article will cover all the details for the Change of Mind Returns program.
What is the Change of Mind Returns Program?
The Change of Mind Returns Program (Formerly The Free Returns Program) is a Shopee seller program that helps sellers increase their sales on Shopee by providing a Change of Mind return service to their buyers.
Sellers that have participated in the Change of Mind Returns Program have on average consistently seen higher sales growth than sellers that did not join the Change of Mind Returns Program.
Eligible products of participating sellers will also be labeled with the “Change of Mind” icon, telling buyers that those products offer an option to return items due to Change of Mind.
In addition, participating sellers will enjoy:
(i) Waived Return Shipping Fees (RSF) from buyers initiating a return for any return reason.
(ii) Waived Return to Seller (RTS) costs due to a failed delivery.
NOTE:
The program will waive only the first occurrence of either the Return Shipping Fee or the Return to Seller fee for the same eligible order.
What are the seller benefits of the Change of Mind Returns Program?
a. Boost your sales by offering Change of Mind as a differentiating service. This can convert customers who are among the below situations to be your buyers.
- On the edge of purchasing/impulse purchasing;
- Worried that the product is not what they had expected;
- Wanting to try the product out in person.
b. Enjoy marketing exposure and increased sales. Dedicated Shopee page and marketing highlights on participating shops and products that can be returned due to Change of Mind will allow for increased shop traffic and sales.
c. Save on Return Shipping Fee costs. The Change of Mind Returns Program can help sellers – especially those with buyers from outside Metro Manila – save a significant amount in Return Shipping Fees for returns due to Change of Mind, or other existing Return & Refund reasons including RTS.
d. Save on Return to Seller fee costs. The Change of Mind Returns Program also helps you manage your risk by automatically waiving all Return to Seller fees that arise from failed deliveries.
e. Orders returned due to Change of Mind are not included in NFR calculation. Orders returned due to Change of Mind will not incur penalty points and will not count toward the non-fulfillment rate (NFR).
How much is the participation fee to join the Change of Mind Returns Program?
The seller protection fee per eligible order can be viewed on the Shopee Seller Center > Seller Programmes page > Change of Mind Returns Program.
How are the Change of Mind Returns Program Fee prices determined?
The Change of Mind Returns Program Fee is assessed based on a combination of factors, including but not limited to sellers’ return rate, RTS rate, and associated costs resulting from the returns and return to the seller.
The Change of Mind Returns Program Fee is continually assessed by Shopee and may be adjusted accordingly from time to time. The longer the seller stays enrolled in the program, the better Shopee will be able to assess the seller’s costs and hence provide the seller with a fairer rate.
How can I join the Change of Mind Returns Program?
The Change of Mind Returns Program runs every month with a one-month commitment period and is available to Shopee selected sellers only. Eligible Sellers will receive a Push Notification to sign-up for the Change of Mind Returns Program.
To Opt-in:
a. Login to your Shopee Seller Centre, head over to Seller Programmes, tap Change of Mind Returns Program.
b. Click on Sign Up to opt-in for the upcoming run or hit View Details to learn more about the upcoming run, check their price, and then sign up.
To Opt-out:
Once a new run has begun, sellers have to commit till the end of that run but you can select to opt-out from the next run up till 2 days before the start of the next run.
On the Change of Mind Program page: Click the Opt Out button.
IMPORTANT - Reduce/Avoid Return/Refund:
Though Return Shipping fees and Return to Seller costs are waived for sellers participating in the Change of Mind Programs, it's better not to receive any returns.
How to reduce your high return rate? BigSeller has given 2 proven practices for sellers on Shopee, Lazada, and TikTok Shop to utilize.
a. Send parcel images to buyers
One of the best practices in reducing high return rate is to send videos or images of your items/parcels or the picking, packing and shipping process to your customers. This not only shows to the buyer that you send out the correct item(s), but also preserves the corresponding evidence that you can submit to the platform when filing return claims.
The Scan to Send Image feature on the BigSeller mobile App enables Shopee, Lazada, and TikTok Shop sellers to shoot and send photos to buyers easily and quickly.
You can experience this feature for free after you register a BigSeller account HERE, download the BigSeller app on your phone, and connect your store(s).
b. Add an obvious note on waybills
You might have noticed that many parcels are stuck with stickers like "No Video No Refund No Return". Instead of buying such stickers, you can also add this note on your shipping label.
Many existing sellers know the Customized Shipping Label feature of BigSeller, but how many of you know that you can add such a note and an image when customizing the waybill? You can design an image at pixel 365x75 and add a note like "NO VIDEO NO REFUND NO RETURN". So your customers can clearly see this reminder and record an unpackaging video accordingly. This can help sellers avoid bogus buyers, thereby decreasing the unreasonable returns.
Want to have this kind of shipping label, sign up for BigSeller HERE and refer to this link to learn how to make customized waybills.
