Making Returns Easy

A seamless return process helps increase customer satisfaction and retention, and minimize the negative impact they have on your business. Returns happen for various reasons, including; unmet expectations, damaged or defective products, and incorrect fit. Surprisingly, last year, an average of 8.1% of all purchased products were returned. The returns management process, or reverse logistics, involves customer service, inventory management, and shipping logistics. It requires intentional planning, clear communication, and staying customer focused. Here are some of the key aspects of making returns easy.


Simplifying and making returns trouble-free boils down to communication. Communication is at the center of straightforward returns, whether it is communicating with customers or updating internal staff and protocols.

making returns easy

Communicating with customers

The main focus of your returns management process should be to make your customer’s life easy. When a customer is dissatisfied with a purchase, making the process to return the item can save the relationship and even win a brand advocate. Firstly, start by outlining the process for shipping a product back and requesting a repair, refund, or exchange. Then set expected timelines for each aspect of the returns process. Customers want regular updates on the status of their return and how long it will take to resolve it. Over-communicate with customers throughout the returns process. This builds trust and confidence in your brand. Clear and consistent communication can lead to the purchaser returning to your company despite a poor buying experience.

Streamline Internal Communication

Not only do your customers need regular updates, but so do the staff that will receive the product, evaluate it, and adds them back into the inventory system when possible. Invest in developing a system of internal communications so that when items arrive at your warehouse, they don’t overwhelm staff or clutter your storage area. A centralized method to receive, evaluate, and update inventory systems will ensure a seamless process. A few crucial parts of the internal returns process include:

  • The customer requests a return, and internal teams either approve or disapprove the request.
  • Approved requests will receive logistics instructions to return the item to the company.
  • The product is received in the warehouse.
  • Staff determines if the product can be resold or need to be discarded, liquidated, or destroyed.
  • Depending on protocols for the product, staff approves a refund, packages a replacement product, and ships it.
  • Products that can be resold are added back into the inventory management system and restocked

Returns Automation

One of the best ways to make returns effortless is to automate the returns management process. This includes implementing customer portals to begin the returns process without speaking with a customer service team. Furthermore, most aspects of communication with customers can be automated. There are several robust returns management software systems available. Here are a few of the highly reviewed options.

In addition to utilizing an automation software program, you can partner with your fulfillment teams to streamline the returns process. At Falcon Fulfillment, we specialize in e-commerce returns management. Working with a 3PL you trust can ease concerns about the returns process and help boost customer satisfaction. Plus, most 3PL companies already have a streamlined, efficient returns system refined over time with hundreds of returns. In other words, they have the expertise to do it right.

Integrated Technology

making returns easy

Integrating your POS systems with inventory management and returns management creates a streamlined process. Getting all the systems and software platforms to communicate with one another can be tricky. As you evaluate and set up your technology, ensure that integrations are “straightforward.”

Beginner’s Guide to Third-Party Logistics (3PL)

The world of e-commerce is always changing, therefore understanding the roll of Third-Party Logistics is integral to keeping up. In light of this our beginner’s guide to third-party logistics (3PL) will delve into the essential aspects, offering insights into fulfillment services, warehousing, and much more.

Read More…

While avoiding returns altogether isn’t always possible, it is possible to make the process easy. Ensure you have intentionally created a seamless process for your customers. Remember that making their life easy is the most crucial aspect of returns. If a customer has a good experience with getting a refund, replacement, or credit, they will be more likely to shop with your business again. If they have a poor product experience and a difficult return process, you have lost them for good and will likely also have to deal with poor customer reviews. Partnering with a 3PL specializing in returns management is another option when implementing a new returns process.

Get in touch today if you want to learn more about how Falcon Fulfillment can help with your returns.

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