So much attention to detail goes into the promotion and delivery of eCommerce products – from the precision of pick and pack operations to ensuring customer satisfaction at every step. But when it comes to eCommerce returns (that rare but inevitable part of the process), is the same level of attention being applied?

What if we told you that, in the unfortunate event a return is processed, you can have your cake and eat it too? By this, we mean that as a business it’s possible for you to reduce costs and improve customer satisfaction on all returns.

How? We’re sharing a few key strategies on how you can streamline your returns process, all the while implementing the correct technology to prevent future returns instances. 

What is eCommerce returns management?

eCommerce returns management is the handling process retailers adhere to for returned customer goods. Often referred to as reverse logistics, this process covers everything from picking up the returned items to checking their condition, re-shelving them, fixing them, or discarding them. Having an air-tight returns management system ensures this process runs as smoothly as possible, reducing overall costs and getting the most value out of each return.

5 ways to optimise your eCommerce returns management process 

1. Make returns transparent 

A simple, yet integral rule to achieving a good returns management policy is by making each step as easy to understand and implement as possible. This can be as straightforward as allowing customers the ability to initiate returns online, track eCommerce shipping solutions UK, and receive refunds or exchanges efficiently.

2. Track and analyse return data

Using the latest technology to monitor key metrics such as return rate by product category, reasons for return, and the cost of processing returns, will help your business solve any common or recurring return issues and improve quality control.

3. Leverage technology with an automated returns system

Efficient fulfilment is significantly enhanced by automation technology. Consider swapping manual output for automated systems to minimise human errors during data and processing tasks, accelerate processing times, and provide real-time return status updates to both customers and staff.

At InterSend, we use an industry-leading, cloud-based management system called Mintsoft, designed to streamline multi-channel fulfilment with unmatched accuracy and efficiency. The adoption of such systems will undoubtedly lead to more efficient operations, while simultaneously enhancing customer satisfaction.

4. Invest in customer support

Providing helpful, friendly, and knowledgeable customer service agents who are trained to handle returns and exchanges efficiently, is an underrated superpower all businesses should utilise. Got a problem? Having the option to resolve an issue over the phone is a luxury in today’s digital world.

5. Consider external 3PL partnerships 

Establishing a trustworthy partnership with third-party service providers (most commonly known as 3PL logistics services) allows businesses to outsource certain aspects of the return management process – such as warehousing, shipping and reverse logistics – to companies that specialise in it.

Not only does this take the fulfilment side of things off your plate and allow more time to focus on other sides of the business, but it also results in lower shipping costs, no warehouse overheads, fewer errors, plus access to all the premium tools to meet rising customer expectations. 

At InterSend, we’re more than just a warehouse – we’re your UK-based 3PL partner, fully attuned to the demands of building and scaling a brand in today’s fast-paced, high-pressure market.

What we offer:

• End-to-end order fulfilment you can rely on
• eCommerce logistics tailored to your platform
• Flexible solutions that grow with your business
• Real people who are easy to reach and ready to help
• A committed team focused on getting it right – every single time

By implementing the above strategies, companies can create an eCommerce returns management process that complements their business. 

Looking for a third-party service provider? Let InterSend take care of the logistics, so you can stay focused on what you do best.