The Industry Standard for Returns Prevention
Whether you’re an online start-up, an established brand, or big retailer, managing and preventing returns and exchanges can be a constant challenge, not to mention having a big impact on the customer experience and your bottom line.
At ReturnLogic, we have established the Returns Prevention Hierarchy of Needs. It’s our view of what returns prevention best practices should be and what retailers need to do to succeed in reaching their most optimal state of returns. These best practices are what our ReturnAlytics Returns Prevention Platform is based upon, and is intended to deliver an integrated returns experience for retailers at all stages of business. The results are a smoother customer returns experience, lower return rates, and a healthier bottom line.
Now, why do we say it’s a bottom-to-top approach?
Because, like building a pyramid, you have to start with the foundation in order to build your way to the top.
RETURNS ORIGINATION – This is where the returns process begins. This process needs to be as easy for your customer as possible to alleviate any chances of churn. Here, best practices include being able to provide your customers with an automated process for initiating the return, generating an RMA, getting a shipping return label, and a way to collect return reason codes. Without this foundation in place, you will never be able to take serious action towards preventing returns.
We address these needs with Returns ORIGINATE™
RETURNS COLLECTION – Receiving the returns in your warehouse or fulfillment center is the second level of returns prevention. It needs to be easy for your team to identify the return and match it to an order and customer (it will be if you have Returns ORIGINATE™ in place), physically inspect each return to gather additional insights into root cause, prepare for disposition if applicable, and initiate the refunds process.
We address these needs with Returns COLLECTOR™
RETURNS PREVENTION – At the top of the Returns Prevention Hierarchy of Needs is Analytics. This is where insights are found and used to make serious change. With an analytics platform pulling the data from your other data sources, you should be able to uncover the insights and trends into the reasons why products are being returned, understand your returns rates, what the root causes are, as well as the financial impact returns can have on your business. AND, you should be able to take action to resolve these issues.
We address these needs with Returns IQ™