What to consider in your return processes

1. Define your return and exchange process

First of all, make sure you’re clear on the following:

• Will you offer exchanges or other alternatives like store credit in addition to returns?
• Establish your own agreements with carriers or take advantage of those offered by return portals.
• Define the management of products in the warehouse.
• Be clear on how the inspection of products returned or exchanged by your customers will be conducted.

Once you’re clear on all of the above, activate the solution that best fits your process. Keep in mind that not all return and exchange tools are the same in terms of functionality. For example, many brands choose us because they prefer to focus on exchanges rather than returns; and our solution can synchronize 100% with the brand’s stock to avoid errors.

2. Clear return policy

Forget about the fine print and design a transparent process with no tricks for your customer. Your policy should be easily accessible and understandable to customers, so transparency is key. It should include information on:

• Timeframes: Clearly define how long the customer has to return a product (e.g., 30 days from purchase).
• Return Options: Allow the customer to choose between different return methods, such as in-store returns, home pickup, or mail return.
• Costs: Define who covers the return costs (the company or the customer). Sometimes, offering free returns can improve customer satisfaction.
• Conditions: Specify the conditions under which returns are accepted (product in good condition, with tags, unused, etc.).
• Return Process: Offer a clear procedure, including how to package the product, what documents to attach, and how to send it back.

3. Facilitate communication with customers

Returns and exchanges are one of the most critical areas for ecommerce, so it is important to encourage direct communication between the brand and customers. To do this:

• Make contact easy: Provide multiple channels for customers to initiate the return process (phone, email, chat).
• Offer quick responses: Ensure that your customer service team responds quickly and guides the customer through the process.
• Provide detailed information: Offer clear instructions on how to proceed with the return.

4. Record and analyze returns

Keep a documented record of all returns, including reasons, product condition, and associated costs. Analyze this data to identify trends in your returns, which will allow you to understand common problems and areas for improvement in products or processes.

By properly managing these aspects, you can minimize the negative impact of returns, improve operational efficiency, and most importantly, maintain customer satisfaction and trust.

Frequently asked questions

Which platforms and agencies can integrate Reveni?

Reveni integrates with the main ecommerce platforms, including Shopify, Salesforce Commerce Cloud, Centra, Magento, BigCommerce, PrestaShop and WooCommerce. It also connects with 3PLs, with more than 100 carriers and with technology partners such as Patchworks and Factor Libre. The full list is on Reveni’s integrations page.

What steps should an ecommerce return process include?

An ecommerce return process rests on four points: define the flow (returns, exchanges or store credit, carriers, warehouse and inspection), publish a clear return policy, make it easy for customers to reach you during the return, and record every return with its reason, condition and cost so you can spot patterns and fix them.

How do you get started with Reveni for returns management?

Getting started with Reveni begins with a demo, where the team reviews your ecommerce platform, carriers, warehouse and current return policy. Reveni then connects to your store through its integration, and the brand defines its return and exchange rules before the returns portal goes live. Timelines depend on each setup.

How does Reveni compare with other returns platforms?

When comparing returns platforms, look at three things: whether they push exchanges and not just refunds, who takes on the risk when the money goes back before the product arrives, and how many platforms and carriers they connect with. Reveni advances instant refunds and exchanges before the return arrives, and if there’s fraud, Reveni covers it, not the brand.

What data should you record about every return?

During returns processing, record the reason for the return, the product and size, its condition on arrival and what the return cost you. With that data you can see which products come back most and why, adjust size guides or product pages, and decide where it pays to offer an exchange instead of a refund.