Returns management is an often-overlooked but vital component of effective supply chain management and online store fulfilment. Above all else, it significantly contributes to happy customers, a key factor in your business’s success and growth.
Returns Management
Order returns are expected across retail sales, especially in online commerce. E-commerce returns statistics from 2022 indicate that approximately 63% of shoppers engaged in a practice known as ‘bracketing’. This is when customers buy multiple sizes or colours of a single item to see which version fits them best and return the rest.
E-commerce order fulfilment also includes managing returns, and it is not just limited to reverse logistics retailers. Returns management is described as the retail logistics operations process, and it is analysed when a customer decides that they no longer want or need a product and wants to send it back. You can return it for a full refund, a similar goods, a different version of the same thing, or, according to a new trend, no return at all. “reverse logistics” describes the steps used to collect, transport, and redistribute returned products.
How Does The Return Management System Work?
Once a customer has decided they no longer want or need a product or simply that it isn’t what they ordered, returning their parcel begins with contacting the retailer’s e-commerce customer service team or logging into the online store to complete a return request.
Following this, the customer will choose a convenient local return location. A parcel returns service can be booked and shipped back to the retailer or the outsourced order fulfilment centre. When a package, letter, or other postal item returns to the warehouse, the pick and pack crew inspects it for quality.
While customer-facing returns management is all important, so is how returned items handling can contribute to the efficiency of your stock flow. For Garment returns, they are quality-checked, refolded, and repackaged. They are then returned to good stock. ‘Change of Mind’ returns are quality checked, repackaged, and returned to good stock for resale. Products not returned to good stock are either repaired or graded for reselling. Unsellable stock that has reached its endpoint will be recycled.
Tips for Ecommerce Returns
You may not always be able to influence the likelihood of a return, but you have some say over the consequences of an occurrence. You need a returns process that works to keep your company’s bottom line in good shape. 67% of customers tend to look through return pages before purchasing. These best practices can help you achieve just that.
Enhance Customer Service
Train your customer service team to handle returns with empathy and efficiency because those businesses which promote customer satisfaction remain profitable. Provide them with the tools and information needed to resolve issues quickly. Offer multiple channels for customer support, such as phone, email, and live chat, to accommodate different preferences.
Ship Your Items Securely
Unfortunately, things might happen during the shipping process, but adequately packing items at the point of departure decreases the possibility that a product is damaged during transit. Delicate or fragile packages should be noted; using the right-sized box means less jostling during shipping.
Customer Feedback And Reviews
Your customers’ reviews on product pages add a layer of authenticity to online shopping. These reviews are a valuable tool for correctly setting customer expectations. Before buying a product, 95% of customers first look for online reviews. A good product will leverage evangelists to encourage even more sales and create lifetime value for the customer.
Management of E-commerce at Prolog
At Prolog Fulfilment, we understand the importance of returns management. Our 3PL order fulfilment process is designed to minimise returns, and any that do occur are swiftly and efficiently handled. Our frictionless returns process ensures a refund or replacement item is provided within a short period of time, demonstrating our commitment to a friendly, efficient, and on-brand service that prioritises customer satisfaction at every stage.
