Returns: They Are Here to Stay
Returns: They are Here to Stay
An integrated solution that fits your business
If you work in the consumer goods industry, you know that returns are inevitable. In ecommerce, at least 30% of all products ordered online are returned. This volume of goods coming back can cause major strains to your operations process. If you are not equipped to handle returns alongside your outbound fulfillment, your customers may become unsatisfied with delays. If you currently work with a 3PL, are they handling your returns and are they doing so efficiently? Trusting your 3PL to provide timely processing of your returns is key to your customers’ satisfaction and to your growth.
At NRI, we have a dedicated returns management team in what we refer to as our Service Center. The Service Center processes returns, inspects items for quality, refurbishes items (such as cleaning) and restocks items. We also offer more technical repairs on select items inhouse and align with outside providers where necessary. To date, inhouse we have repaired zippers and snaps on apparel; made technical repairs to watches, sleep mats, tents, and packs; performed tests for waterproofness on footwear; and much more. Our Service Center and Client Services departments work with our clients to build custom returns solutions and determine the best plan of action for them and their customers.
Our standard returns services always include confirming details of the returned item. This includes confirming the correct item was sent, reviewing any damage, and ensuring the item is not worn. If necessary for any warranty policies, we can follow clients’ guides for assessing and provide feedback on legitimacy of claims – whether a warranty claim versus personal damage. We can further send our clients photos for proof of return.
It is the goal of most brands to ensure quality returned items are put back to stock as soon as possible and in first-quality condition so they can be sold again. Our restocking services include label assessment and replacement if needed, repackaging into new polybags or similar, and removing any retail tagging. Minor cleaning and even steaming of garments can be done.
Many of our clients choose to hold all return items separately from new items and not resell returned items through their regular channels. We are able to manage multiple virtual warehouses such as a “seconds” warehouse that allows clients to maintain visibility and control at the SKU level, without having default orders pull from this inventory. Seconds inventory can be used to fulfill friends-and-family orders, promo orders, or perhaps held until such time as a parking lot sale is hosted or close-out order is received.
We make the returns process simple for our clients and their customers. We want to focus on making it easy because 73% of shoppers say the overall returns experience affects their likelihood to purchase from a seller again. Making returns simple for your customers leaves a lasting impression and can help your business grow, and we are focused on being a key element in your success!
Want to discuss our returns process? Get in touch now!