Chapter 6: Complex Eligibility Requirements
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As a retailer, you know managing eligibility requirements for returns can be difficult, especially when you have complex processes in place. Here’s why…
Non-Returnable Items and Exceptions
In certain industries, there are items that you can’t return which can range from perishable products to mattresses to final sale items. While it would be great to end there, your brand may have exceptions to some of these and that adds an additional layer of complexity.
Return Periods and Eligibility Criteria
In your returns policy, you may have items that are only allowed to be returned in a certain number of days. For example, a mattress may have a 100-day test period whereas a pillow has a 30-day return period. There also could be items, like electronics, that cannot be returned if they are opened. Dealing with these rules manually can take a lot of unnecessary time and prevent returns from being processed faster.
Products with Bundled-SKUs
Bundled items are great for cross-selling and upselling, but what about when a customer wants to return one item in a bundle and not the other? Unless this is properly documented in your return policy and your customer service agents know how to handle it, this often creates an influx of calls and leads to customer frustration.
Setting up triggers for different return reasons to create personalized returns experiences that guide customers through the process can be challenging. Without an intuitive, self-guided returns flow, shoppers are forced to reach out to customer service to complete their return, driving up contact volume and costs.
Empower Your Team
Simplify the way you handle returns by leveraging a flexible and intuitive returns portal that enables you to:
- Create customized returns flows
- Deliver consistent experiences
- Personalize by customer segment, product, region, etc.
- Recapture revenue
- Boost brand loyalty
Case Study: Household Appliance Retailer
With an annual global revenue of over $7 billion, this brand is simplifying the way they handle returns and recovering revenue.??
Managing Accessory Products
This retailer sells products that are accompanied by many accessories. They struggled with making sure their returns flow ensured the “hero” product was returned with the extra items it came with, resulting in a loss in revenue.
Complex Discounting Patterns
When shoppers bought products that qualify for discounts, the process for returns was very confusing. The discounts mandated that individual products cannot be returned alone which led to customer frustration.
Frictionless Returns Experience
This brand was able to transform the way they manage returns with the help of a digital returns portal with flexible rules that allow them to configure returns:
- Images to be uploaded
- And more!
Create Frictionless Returns Experiences With parcelLab
Turn potential dissatisfaction into an opportunity for revenue retention by digitizing your returns, warranty, and exchanges process.
Digital Returns Portal
Configure return eligibility, reasons, methods, images to be uploaded, and more.
Custom Eligibility Rules
Reduce invalid and uneconomical returns by setting custom eligibility rules and return/repair reasons that reinforce policies.
Track & Communicate
Deliver end-to-end post-purchase communication with personalized emails and an embedded returns status page.
Unmatched Personalization Capabilities
Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.
Multi-Label & Split Returns
Handle complex multi-item returns requiring more than one label, returning to one or more locations.
Order API Connection
Ensure best-practice data access with no compromise on data privacy.
Comprehensive RMA Sharing
Reduce manual warehouse processing and enable further automation.
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Learn how you can delight customers and retain revenue with our returns solution - Retain.Book a demo