Chapter 1: Off-Brand, Generic Experience
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When it comes to returns, many retailers struggle to deliver the brand experience their consumers are used to during the purchase journey. Here’s why…
Lack of Control
Despite ownership, you lack control over your returns process, which prevents you from creating meaningful, personalized brand experiences that engage and excite your customers.
Reliance on Third-Party Vendors
You’re reliant on multiple third-party vendors, such as carriers, 3PLs, and other software vendors who send your consumers inconsistent, off-brand post-purchase communications you can’t control.
Lost Buyer Traffic
Third-party communications typically direct buyer traffic away to a carrier or vendor site with a branded tracking skin, but without any of your brand website experience.
A lack of understanding of all possible return events that trigger communications, results in generic, diluted experiences for your consumers. High engagement touchpoints have lost brand impact.
Switch to a digital returns journey you control, embedded on your site to:
- Recapture buyer traffic
- Deliver consistent personalized experiences
- Promote repeat purchases and customer loyalty
Case Study: International Fashion Retailer
With an annual global revenue of over $20 billion, this brand increased its revenue and customer loyalty with an embedded digital returns experience.
Customers used to initiate returns via paper labels included with each delivery, which were resource-intensive to print and insert. Lost paper labels required support and led to customer frustration.
Customers also registered returns via multiple carrier websites, without the retailer having any control of their experience.
Updates From Carriers
After sending back a return, consumers received return status updates only from carriers. Across 20+ carriers in different markets, the customer experience was completely inconsistent and generic, lacking personalization and repeat purchase opportunities.
Customers can initiate and track returns via a digital returns portal, embedded on the brand’s website. It provides a clear journey inside the retailer’s own ecosystem and enables buyer traffic to be recaptured back to their own website.
Replacing paper labels with a digital returns process is more sustainable and flexible, delivers actionable insights on frequently returned items and an ETA for returns, and also supports automation in the warehouse to significantly reduce operational costs.
Once a return has been registered, customers receive proactive return status updates and exception notifications directly from the retailer. Localization and personalization help to deliver a consistent on-brand experience.
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
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.
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.
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