Efficient Returns Management: The Key to an Outstanding Level of Service

Everyone knows it, everyone uses it regularly and as a matter of course. The benefits of online shopping! So it's no secret that online retail continues to grow, and so does the number of returns associated with it. Regardless of whether a product was ordered in different sizes, colors or from different suppliers, returns are still a complex fulfillment step for many retailers. On the retailer side, returns are often associated with very large manual and non-scalable processes.?

The need for automated and optimized returns management is omnipresent, as it helps retailers to save time, effort and costs. But what platform do retailers actually need to implement efficient returns management and improve their service level at the same time??

The pain points for retailers in returns management

According to recent studies, 92% of online shoppers in Germany expect an easy and customer friendly returns process (SoloBizTribe). On the retailer side, there is increasing pressure to offer customers a diverse and, above all, flexible shopping experience and the associated returns options. Customer satisfaction and trust are crucial to the success of a company in order to operate successful e-commerce in the long term. But how do retailers manage to guarantee a high level of service and at the same time counteract pain points such as high transport and delivery costs, staff time and the often-complex system landscape? These criteria often make it difficult for retailers to make the decisive difference in returns management and thus remain competitive in the long term.?

In Germany, too much effort is the most frequently cited reason why products are not returned (Sendcloud 2022). Convenience, sustainability and social media play a central role in consumer purchasing behavior. The relationship with customers often ends when these factors are not met. Various service offerings can counteract this and thus optimize the shopping experience. One option is the In-store returns.?

In-store returns are often more convenient for customers than returns by post, as they can save themselves the time of having to pack the item to be returned and hand it in at the shipping service provider's store. Instead, they can even combine the return with another purchase. There are considerable advantages on both sides. For retailers, there are no significant costs for postage and packaging. At the same time, you also save time for the Goods acceptance and reconditioning.? Returned goods are directly in stock and are available for sale more quickly. In-store returns give customers the opportunity to buy additional goods directly on site, which can also create cross-selling and upselling potential for retailers, which in turn has a positive impact on sales.

The magic of the fulfillmenttools solution?

With so many return options, automated returns management can create considerable added value. Returns management from fulfillmenttools offers such a platform with special features that make life easier for both retailers and end customers and raise the customer experience to a higher service level.?

Technical highlights that provide retailers and customers with a high level of convenience and enormous flexibility, such as:?

1. Creation & printing of returns documents: Returns labels and returns slips can be automatically created and then printed
2. Acceleration of return processes: Direct inventory posting and automatic triggering of the invoice enable a fast returns process??
3. Direct inventory booking: Orders can be identified via the order number of the online store, the QR code of the return label or the barcode of the label
4. Individually selectable & freely configurable return reasons: Return reasons can be classified and categorized more easily. An individual return reason can be freely specified for each returned item.

All of these points can also be managed and completed in a simple, user-friendly and intuitive way using the fulfillmenttools Returns App. This efficient returns process enables fast and precise processing, even for high-value products.?

Goods that are returned via mail can be quickly identified with the Returns App by scanning the label or by manual entry. Interfaces to returns portals can be used to prepare announced or unannounced returns, including the reasons for the return. The information can be saved, confirmed and changed in the Returns App. These helpful features speed up returns processes for retailers and customers many times over.??

An additional advantage is that the fulfillmenttools solution can be quickly linked to existing systems thanks to the cloud-based approach. This also ensures automatic data integration into upstream and downstream systems.?

Thanks to the interface linking option, fulfillmenttools returns management can also be ideally combined and supplemented with the Distributed Order Management System and our other products. This means that you can also optimize further steps in your customer experience, make ideal use of resources and simplify processes.?

Conclusion?

A well-thought-out and sustainable returns process is therefore a decisive competitive advantage in e-commerce today. Companies that rely on simple and efficient return options increase customer satisfaction, strengthen customer loyalty and position companies sustainably in the market.?

Thanks to modern solutions such as fulfillmenttools software, it is possible to implement smooth returns processes for companies of all sizes, reduce costs and achieve sustainable growth at the same time.?