A good returns management process is a strategic lever to increase customer loyalty
Like all aspects of a top-end customer experience, there is an element of a swan gliding over a placid lake surface: it looks smooth, but there’s a great deal of activity hidden under the surface. On a very small scale, it is possible to hand-nurture the entire returns process, but with large volumes, it is clearly impossible.
Your goal must be to achieve cost-effective, fast, and effortless shipping and returns. However, building interfaces between e-commerce facilities, distribution, warehouse systems, and logistics providers is extremely complicated — and therefore, expensive to achieve and a constant resource drain to maintain.
In fact, for an effective fulfillment and returns operation to work correctly and ensure a positive customer experience, the twin elements of physical logistics and digital systems need to work together harmoniously. And although returns management software platforms exist, the physical logistics usually need to be outsourced, which can prove expensive and difficult to manage.