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Blog
August 28, 2024
— By
Narvar Team
More e-commerce orders are getting returned than ever before: a substantial 39% of consumers return an item bought online at least once a month, according to Narvar’s 2024 State of Returns survey. Retail brands that are grappling with the costs, complexities, and operational challenges that come with a high-volume of returns are well-served to find a partner that can unlock cost savings, efficiencies, and an exceptional consumer experience via return management software.
Let’s explore various solutions, processes, and best practices that retail brands can implement to streamline returns management and enhance overall business outcomes.
Returns management considers all aspects of the product return process and strategy: How will consumers initiate a return? How will brands process the request, uncover return trends, and then route the return to the appropriate location for inspection and disposition? How will customers get the returned item(s) back to the retailer, and what convenient pickup and drop-off options will the brand offer?
Savvy operations professionals consider these questions and more as they develop their returns management process and strategy, since it encompasses the entire lifecycle of a return, from the moment a consumer requests the return to the final disposition of that returned item.
Savvy retail brands take an omnichannel approach to managing returns. Typically, the processes and strategies to consider include:
Retail stores handle returned items based on their condition and type:
Depending on the return reason code, seasonality, product turnover rate, and more, returns software can automatically determine the best place to send the return to efficiently process it for the programs above.
Implementing an effective returns management process offers several advantages:
To offer a best-in-class returns program, retailers can consider implementing the following best practices:
Choosing the right returns management software and partner is crucial for optimizing returns processes. Narvar, for example, powers return management for a wide-range of enterprise and mid-market brands, including Newell Brands, TWOTHIRDS, Crew Clothing Company, Nuun, Orvis, and Wolf & Shepherd. It’s critical to find a solution with deep, powerful returns management features, expertise in your industry, and the analytics and reporting you need to fully optimize your returns management process.
By implementing robust returns management practices and leveraging technology, retail brands can not only mitigate the challenges associated with returns but also turn them into opportunities for improving customer satisfaction and operational efficiency.
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