Chapter 8: High-Risk Set Up
Reduce Retailer FrictionReturn to main page
Moving to or improving your digital returns experience carries an element of risk. Internal resources are scarce, and you’re competing with acquisition and other digital projects. This can make it difficult to prioritize and commit investment to a post-purchase solution.
Non-Standard Order Data
Order data is not always consistent from retailer to retailer. Whether it’s product bundles, complex discounting, or handling different payment methods, this is all in addition to the natural variation in your Product Feeds. Nuances in your order data can render off-the-shelf solutions redundant unless they have the flexibility to handle these variations easily.
Every customer’s experience matters, and when you have a global audience, this means serving the right content in the right language to each shopper.
Orchestrating global solutions in multiple languages can be challenging, not only making available localized experiences but also ensuring language logic is consistently and correctly enforced. Getting this wrong means your customer experience suffers which leads to lost revenue and unnecessary customer services cost.
Finding the right vendor who can integrate with all your carriers can be difficult, especially if you are a global retailer. Even when the majority of your integrations go to plan, issues with just one or two of your carriers can render an otherwise successful project extremely time-consuming and become painful for the business. It’s no surprise that you’d think twice about implementing a new solution or switching to a new vendor.
Eligibility Set Up
Nuances in sales propositions and the types of products you sell lead to varied requirements for returns eligibility. Managing a standard process is relatively easy but managing each of the specific individual variations (such as multi-label returns or different return windows for different product types) can be really tough. Getting eligibility right can save customer service teams significant costs and can make or break the customer experience.
Empower Your Team
Your team deserves a returns management solution with a quick start onboarding methodology, especially if your previous experience wasn’t smooth. The returns management vendor you choose should ensure:
- A smooth launch in 90 days or less
- Dedicated support from specialist teams
- Easy integration with all your carriers
- Capability to personalize your returns experiences
Case Study: Outdoor Recreational Products Retailer
With an annual global revenue of over $1 billion, this brand implemented parcelLab’s product suites within a 5-week cutover period prior to the end of a contract with their previous vendor.
This brand experienced a long implementation with their previous vendor, and after that, they still did not see the value of the solution. The decision for this vendor was then questioned which created internal friction.
After rolling out a new post-purchase and returns vendor, this brand had the hard decision of whether they should take the loss and move to a different vendor. It was a process they were hesitant to repeat, unsure if they would see better results from a new software.
Quick Start Methodology
With parcelLab’s onboarding methodology, this retailer was able to get their EMEA shops up and running within a 5-week cutover period. The flexibility of the parcelLab platform and the support of a dedicated implementation team of data scientists, carrier logistic experts, and project managers provided the capabilities and resources needed for a smooth and quick go-live, and delivered a time to value that exceeded the retailer’s expectations.
Get Up and Running Quickly With parcelLab
Turn potential dissatisfaction into an opportunity for revenue retention and growth by digitizing your returns, warranty, and exchanges process.
Digital Returns Portal
Track & Communicate
Deliver end-to-end post-purchase communication with personalized emails and an embedded returns status page.
Leverage self-service exchange options to make equal exchanges for same-SKU variations such as color or size.
Unmatched Personalization Capabilities
Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.
Custom Eligibility Rules
Reduce invalid and uneconomical returns by setting custom eligibility rules and return/repair reasons that reinforce policies.
Order API Connection
Ensure best-practice data access with no compromise on data privacy.
Multi-Label & Split Returns
Handle complex multi-item returns requiring more than one label, returning to one or more locations.
Comprehensive RMA Sharing
Reduce manual warehouse processing and enable further automation.
Confirmation Page Survey
Collect customer rating and reviews on the confirmation page.
Request a Demo
Learn how you can delight customers and retain revenue with our returns solution - Retain.Book a demo