Chapter 5: Complex, Manual Process
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Returns are a key area that exposes a retailer’s manual, cost-prohibitive process. This can create a confusing customer experience and make it difficult to retain revenue. Here’s why…
Confusing Return Policies
A brand’s return policy greatly impacts whether shoppers purchase an item. When a policy is hard to find, difficult to understand, or presents numerous limitations, retailers make it hard to gain and retain revenue.
When returning an item, you may require customers to share documents, create multiple labels, or figure out split returns. The more challenging and time–consuming your returns process is, the higher the probability that a customer will reach out to customer service and increase costs.
Providing customers with only one option, such as contacting customer service to register and track returns, prevents them from having any ownership over the process. This only leads to customer frustration as well as operational complexity and cost.
Transform your returns process and improve the customer journey with a returns management solution that includes intuitive digital processes to:?
- Simplify multi-item returns requiring more than one label
- Enable customers to register and track returns at their convenience
- Design personalized return journeys based on customer and other data segments
- Show bespoke return reasons for different product categories
- Manage return methods based on warehouse/store location
Case Study: Outdoor Recreational Products Retailer
With an annual global revenue of over $1 billion, this brand is simplifying their returns process while boosting customer loyalty.
Poor Split Shipment Experience
The brand’s tracking page lacked clarity when it came to displaying split shipments. Each click changed the layout of the page and then another split shipment would populate, leaving customers confused and unable to see an immediate clear summary of shipments.?
Customers looking to return more than one item from their purchase were?stuck with a single label. This meant that returned products were coming back damaged due to customers being forced to fit items oddly in a box because of one label.?
Flexible and Simple Returns
This retailer was able to leverage pre-built templates for shipments, multi-label and custom business order experiences, and flexible data attributes to create an intuitive digital process for their customers. They improved the returns experience for both the consumer and the retailer while recovering revenue that would be lost to damaged products. ?
Achieve Results Just Like These With parcelLab
Turn potential dissatisfaction into an opportunity for revenue retention by digitizing your returns, warranty, and exchanges process.
Digital Returns Portal
Multi-Label & Split Returns
Handle complex multi-item returns requiring more than one label, returning to one or more locations.
Configure return eligibility, reasons, methods, images to be uploaded, and more.
Enable seamless cross-border returns by generating required customs documents
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.
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.
Confirmation Page Survey
Collect customer rating and reviews on the confirmation page.
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Learn how you can delight customers and retain revenue with our returns solution - Retain.Book a demo