Software for returns management
Optimum processing of returns: Efficient returns management is the prerequisite for high customer satisfaction and long-term customer loyalty. A software solution for returns management enables companies to manage returns easily, automatically and professionally. REMIRA provides you with such returns management software.
Efficient returns management for retailers
Driven by the coronavirus pandemic, online retail has experienced an upswing in recent years. However, this has also led to a huge increase in the activities required to process this high volume of returned items from different sources with different requirements such as customers, retailers and wholesalers. The increased number of returns primarily means additional costs for retailers and is also bad for the environment.
Returns of items are unavoidable, especially in sales channels such as e-commerce and online marketplaces. It is therefore necessary to grant customers certain deadlines in order to retain them. Possibilities for this would be new promotions and discounts on the purchase of additional products as well as cashback measures. The aim of reverse logistics is therefore to process returns as quickly as possible and reintroduce them into the product cycle and other sales channels.
Returns are part of an online retailer's business model. Return rates are particularly high for clothing and shoes. Customers prefer to order parcels from the online store so that they can try out different items at home before making their final purchase decision. Very few people are aware of the logistics behind returns. However, retailers know that returns involve far more than just postage and transportation costs. Without powerful software, it is almost impossible to cope with the demands of returns management.
The topic of returns is comprehensive. It ranges from commercial needs to customer service and affects sales channels (e-commerce, retail, wholesale and marketplaces) with specific needs and characteristics. The item-related returns rate in online retail in the DACH region in 2021 was between 5-25% for 39% of companies. Every retailer wants to avoid returns, but this is not always possible. There are many reasons for returns:
- Selection shipments
- Damaged goods
- Incorrect products
- Poor quality
- Unfulfilled expectations
What is returns management software?
Returns management software is a solution that helps retailers, online sellers and manufacturers to manage the returns process. It helps them to save money and processing time, retain customers in the long term and offer them the best possible service for their returns.
Various processes are automated for this purpose, for example the processing of data, the creation of documents, refunds or the checking of conditions. Optimized workflows save time and efficiency and increase the company's competitiveness. Returns management software therefore supports reactive returns management. This deals with the effective and efficient return of ordered goods. The aim here is to process the returns as quickly as possible and reintroduce them into the goods cycle.
Returns management is a success factor in e-commerce
The management of customer returns is a delicate process that affects various areas of the company and has an impact on customer relationships. It is therefore essential to optimize this process. This is achieved by making it as fluid and efficient as possible - also for customers. This includes not only the reversal of the order, but also payment or, if necessary, offsetting against new orders. Equally important is consistent and transparent communication with customers throughout the entire process.
Our software is a departmental system specialized in returns management that allows the customer or customer service to create or import a list of items that require returns approval. It gives the user the ability to verify the actual compliance of the returned goods by checking the quantity delivered between the customer and the expected quantity according to the actual commercial agreement when required, solving much of the critical urgency at source.
Are you looking for a solution for optimal returns management?
Our intelligent returns management software supports you in the optimal processing of all your returns - whether in stationary retail or in the online store.
What are the benefits of returns management software?
Companies benefit from better processes and optimized handling of returns with a returns management system. This results in numerous advantages:
- Documentation of returns requests
- Complete workflow configuration enables the definition of operational procedures that meet the various requirements
- Management of different types of returns (returns of goods, quality returns, agreed returns from wholesalers and retailers to manufacturers at the end of the season)
- Creation of personalized statistics
- Matching products with the returns note before returning them to the warehouse
- Simple management of all documents required for shipping goods
- Time monitoring at every stage of the process
- Creation of automatic and/or rule-based manual approval criteria
- Automatically bring forward some steps based on events in other systems
- Exchange of information with all IT systems involved
Important functionalities of returns management software
In principle, e-commerce companies want to avoid returns, but the high number of parcels sent automatically leads to a considerable returns rate. Appropriate returns management systems then offer the opportunity to design the logistics process effectively and cost-efficiently with automation. Returned items should be returned to the inventory as quickly as possible after passing through the inspection processes. At the same time, the processing effort for customers and companies should be kept to a minimum.
Some important core functions for a corresponding software solution are, for example
- Flexibility in dealing with different types of returns
- SLA settings for customers: fixed times
- Control of the timing of the various process steps
- Creation of documents
- Refunds
- Checking the conditions
- Interfaces to logistics service providers
- Automatic dispatch of e-mails
- Scalability
Procedure for incoming returns
When returns arrive at the warehouse, employees must...
- understand the reason for the return (is it a technical, quality or commercial return?),
- check whether the goods are acceptable (are they from the same season? Is their origin known? Are the quantities correct?)
- check the condition of the items (can they still be sold on other channels? Are repairs necessary?).
Taking into account the condition and characteristics of the items, the system can place orders to store the products in specific storage locations (first choice, second choice, e-commerce stock, etc.) and, if necessary, send them for repair/reprocessing or destruction.
Are you interested in order management systems?
Optimizing the entire order process and returns management is of crucial importance, especially in e-commerce. We understand this and offer you customized solutions that are precisely tailored to your needs.Find out now about our software solution for order management systems.