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Chapter 8: High-Risk Set Up

Reduce Retailer Friction

A mock-up image of UI next to a man sitting on the couch using an iPad.

Enhancing digital returns involves risk due to limited internal resources and competition with other projects, making investment in post-purchase solutions challenging.

 

 

Friction

Non-Standard Order Data

Order data is not always consistent from retailer to retailer. Whether it’s product bundles, complex discounting, or handling different payment methods, this is all in addition to the natural variation in your Product Feeds. Nuances in your order data can render off-the-shelf solutions redundant unless they have the flexibility to handle these variations easily.

Different Product SKUs for a piece of clothing versus an accessory.

Friction

Inconsistent Localization

Every customer’s experience matters, and when you have a global audience, this means serving the right content in the right language to each shopper.

 

Orchestrating global solutions in multiple languages can be challenging, not only making available localized experiences but also ensuring language logic is consistently and correctly enforced. Getting this wrong means your customer experience suffers which leads to lost revenue and unnecessary customer services cost.

Ecommerce Chatbot that does not translate to the customers needed language

Friction

Integrating Carriers

Finding the right vendor who can integrate with all your carriers can be difficult, especially if you are a global retailer. Even when the majority of your integrations go to plan, issues with just one or two of your carriers can render an otherwise successful project extremely time-consuming and become painful for the business. It’s no surprise that you’d think twice about implementing a new solution or switching to a new vendor.

Integrating different carrier information into one view.

Friction

Eligibility Set Up

Nuances in sales propositions and the types of products you sell lead to varied requirements for returns eligibility. Managing a standard process is relatively easy but managing each of the specific individual variations (such as multi-label returns or different return windows for different product types) can be really tough. Getting eligibility right can save customer service teams significant costs and can make or break the customer experience.

Mattress with a 100-day return period

Solution

Empower Your Team

Your team deserves a returns management solution with a quick start onboarding methodology, especially if your previous experience wasn’t smooth. The returns management vendor you choose should ensure:

  • A smooth launch in 90 days or less
  • Dedicated support from specialist teams
  • Easy integration with all your carriers
  • Capability to personalize your returns experiences
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Return reason analytics image next to a returns portal image that allows a customer to select the reason for the return.

Case Study: Outdoor Recreational Products Retailer

With an annual global revenue of over $1 billion, this brand implemented parcelLab’s product suites within a 5-week cutover period prior to the end of a contract with their previous vendor.

 

 

Then

Disappointing Implementation

This brand experienced a long implementation with their previous vendor, and after that, they still did not see the value of the solution. The decision for this vendor was then questioned which created internal friction.

Return portal with error message

Then

Uncomfortable Decisions

After rolling out a new post-purchase and returns vendor, this brand had the hard decision of whether they should take the loss and move to a different vendor. It was a process they were hesitant to repeat, unsure if they would see better results from a new software.

Returns portal with image not accepted error.

Now

Quick Start Methodology

With parcelLab’s onboarding methodology, this retailer was able to get their EMEA shops up and running within a 5-week cutover period. The flexibility of the parcelLab platform and the support of a dedicated implementation team of data scientists, carrier logistic experts, and project managers provided the capabilities and resources needed for a smooth and quick go-live, and delivered a time to value that exceeded the retailer’s expectations.

Return method selection and a return push notification.

Get Up and Running Quickly With parcelLab

Turn potential dissatisfaction into an opportunity for revenue retention and growth by digitizing your returns, warranty, and exchanges process.

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returns flow

Digital Returns Portal

Front-end digital experience easily embedded on your site by JavaScript snippet.

Track & Communicate

Deliver personalized post-purchase emails and a page for tracking return status end-to-end.

Exchanges

Facilitate seamless product exchanges for same-SKU variations like color or size through self-service.

Personalization Capabilities

Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.

Custom Eligibility Rules

Create custom eligibility rules to minimize invalid returns, reinforcing your return policy effectively.

Order API Connection

Ensure best-practice data access with no compromise on data privacy.

WMS - Warehouse Connection

Multi-Label & Split Returns

Handle complex multi-item returns requiring more than one label, returning to one or more locations.

Comprehensive RMA Sharing

Reduce manual warehouse processing and enable further automation.

Confirmation Page Survey

Collect customer rating and reviews on the confirmation page.

Frequently Asked Questions

What criteria determines a high-risk setup in the context of returns management?

High-risk setups in returns management typically involve complex, manual processes that are prone to errors, lack transparency, and lead to customer dissatisfaction and high operational costs.

How do retailers assess the risk and impact of their current returns process setup on customer satisfaction and operational costs?

Retailers assess the risk by analyzing return rates, customer feedback, and operational costs associated with the returns process, looking for areas where inefficiencies and customer frustrations are most pronounced.

What specific features should a digital returns management solution have to mitigate these high-risk factors?

A digital returns management solution should offer automated workflows, clear communication channels, and analytics capabilities to identify and mitigate risks, improving both operational efficiency and customer satisfaction.

Can you provide a comparative analysis of before and after implementing a digital solution in terms of efficiency and customer feedback?

Implementing a digital solution usually results in reduced processing times, lower operational costs, and improved customer feedback, as the process becomes more transparent and easier for customers to navigate.

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Get up and running quickly with parcelLab's quick start methodology.

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