Ecommerce Returns Management Tips To Help Boost Efficiency
When it comes to eCommerce returns management, several tips and tricks can help merchants improve their operational efficiencies like never before.
What is returns management?
Returns management is a process to efficiently handle merchandise returns and exchanges as part of an eCommerce business. No matter the reason for the return, all returns must be managed efficiently to prevent any negative impact on your company’s revenue or reputation.
Below are eCommerce returns management tips to boost efficiency:
1. Always have the customer contact you first
Before customers can send any product back, they must request permission to return it. Suppose a customer requests a return without getting your prior authorization. In that case, that is considered an unauthorized return and could lead to lost revenue if it cannot be resold or donated.
2. Send out an email confirmation for returns authorization requests
Once a customer requests a return, immediately send an email confirmation informing them whether their request has been approved or denied.
3. Always contact customers before you send the product back
Before sending any products back to your store, always contact the customer first to ensure that they are expecting it and have already sent payment. It reduces the risk of sending the package back to you because the customer never received it.
4. Always document returns when they arrive
When your product returns arrive at your warehouse, be sure to document it by taking pictures of its condition and uploading that information into your inventory management system. It makes it easier for you to process refunds or exchanges in the future if necessary.
5. Process returns as quickly as possible
The first step to process any return or exchange is to check the condition of the items first. If it’s damaged, you can refuse the shipment and look for products that match its description. Then, your customer service representative can issue a refund according to your return policy. Without documentation, these processes will take much longer.
6. Always have a customer service representative available
Your customers will appreciate having an assigned person they can reach out to talk about their returns. This person should be well informed of your company’s shipping and return policies, as well as any special instructions for high-value items before shipping them back to the company or arranging an exchange.
7. Use a system that tracks return shipments and automatically notifies you
Returns or exchanges can take a lot of time, especially if the product is sent back for several reasons. A system that tracks shipping status and sends out automatic notifications when items arrive in your warehouse can help manage such processes more efficiently.
8. Don’t let returns distract you from new customer sales
While returns are always meaningful, don’t let them get in the way of new sales. Instead, determine your product margins and set up an automated system to evaluate how much inventory you should keep at any given time.
9. Always check for recalls before processing returns
Before processing any returns, always check the manufacturer’s website to see any product recalls. If so, you must immediately contact your customer service team so they can stop processing returns and start handling recalls instead.
Remember to implement these eCommerce returns management tips to help boost efficiency when processing returns in your store. Proper documentation, authorization processes, and other best practices mentioned above will keep your company’s revenue high while minimizing risks that could otherwise damage your online store’s reputation.