Success Story View all Why returns labels are no longer fashionable for Conrad
87%
of B2B customers use the online returns portal
90%
of B2C customers use the online returns portal
5%
annual reduction in return rates
THE MISSION
Conrad Electronic has been synonymous with technology and electronics since 1923 and today, as a sourcing platform, it offers everything needed for the successful procurement of technical supplies. At Conrad, business customers get exactly what they need to make their business a success: A broad and deep assortment with more than seven million product offerings, customer-centric solutions and services, as well as expert support from real people. Conrad Electronics knows that service and innovation are key to gaining customers’ trust. This also applies to returns handling.
THE CHALLENGE
Returns are unavoidable in e-commerce. And customers want their returns experience to be as convenient and easy as possible. That’s why previously Conrad included returns labels with its packages. Customers could prepare their return, attach the returns label, and drop the package off with a logistics partner.
From the customer's point of view, the process was convenient. What was missing, however, was more information on the whereabouts and processing status of the return. From Conrad's point of view, this analog process was associated with massive disadvantages:
Lack of clarity of expected returns and inability to optimally plan for staffing requirements
No transparency regarding returns transit times
No information about which incoming products cannot be re-stocked as A-class goods
No option to post returns automatically
Returns will continue to be received in the future. With the online returns portal we now have a digital and uncomplicated solution with which we know as soon as the parcel is at the counter or with the delivery agent what is coming back and when. We benefit from this, especially in terms of staff planning and we are also faster thanks to automated handling processes.
THE SOLUTION
In 2020, Conrad Electronic replaced its analog returns process with a returns portal from parcelLab. Since then, a returns label is no longer enclosed with the orders. Instead, customers register their return in Conrad's online store and then receive the label to print or a QR code on their smartphone. Compared to the inserted label, this requires a marginally higher effort by the customer. But on the other hand, the customer can view the current processing status of their return online at any time.
For Conrad, the switch to the online portal offers considerable advantages:
Returns transit times and expected returns receipts are transparent at all times
The retailer receives early information on which returns can be reused and what needs to be diverted out
Returns are more sustainable because there is no need for a return note
Returns can be processed faster through automated booking, which saves costs
THE RESULT
Thanks to the introduction of parcelLab's returns portal, Conrad can now process its returns much more efficiently than in analog times. The introduction of a clear set of rules has also significantly reduced the number of returns. For example, it is now no longer possible for customers to return their orders after the returns period has expired. The automated booking of returns is also a major advantage, as every avoided manual intervention saves time and money.
Customers also benefit from the solution, as they can check the current processing status of their returns in their user accounts at any time. Additionally, they benefit from earlier refunds of payments due to faster processing times.
The online returns portal is therefore a win-win in every respect for Conrad and their customers.
