A customer's packing complaint fixed my returns problem

I had a return rate around 8% for my candle shop, mostly breakage claims. One buyer wrote a real honest review saying the glass jars were fine but the boxes looked like they'd been through a war zone. She basically told me the tape job made it look like I didn't care. So I switched to double-walled boxes and started using a tape gun with a proper H pattern. That was 2 months ago, returns dropped to under 3% and I've had zero breakage claims since. Has anyone else found that the unboxing experience affects damage reports even when the product itself is fine?

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reese8621d ago

Double-walled boxes make a real difference, no question there, but I would bet the tape job is what actually moved the needle for you. A beat-up box tells the customer the whole order was handled carelessly, so they start hunting for flaws and file a claim over a scuff they would have ignored otherwise.

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