Empowering E-Commerce Success

Looking to Revamp Your Outdated Returns Policy?

Back in the day, to return a purchased item, most people would go through a familiar routine: search around the house to find the receipt, drive back to the store, and stand in line to get a refund or receive store credit. This process often took hours and was especially inconvenient to those who had packed schedules or busy family lives.

Fortunately for global consumers, with the emergence of e-commerce, many retailers have elected to streamline the returns experience by offering simple, prepaid return labels that the customer can use to ship the item and get a refund. Unlike the old days, when returning an item took the better part of an afternoon, consumers can now send an order back in just a few minutes from the comfort of their own home. Some retailers even offer advanced credit options so the consumer gets a refund almost immediately after shipping the order back.

However, despite a plethora of new returns services available to retailers, many sellers still feel constrained by an outdated, legacy returns option. Consumers (especially millennials) are now demanding a quick and easy returns experience, just like they get from Amazon. In fact, in my role as Returns Director at DHL eCommerce, one of the most common questions I get from retailers is, “How can I update my outdated returns policy to be more user-friendly for today’s Amazon generation?”

More times than not, the answer is simple: Start offering your consumers an online returns option.

Nowadays, consumers expect self-serve online returns where they can easily print and ship from home in less than 5 minutes. However, many retailers say they face challenges in creating an online returns solution due to IT resource limitations—and they’re hesitant to pay third-party vendors to create an online return portal for them. More and more, retailers want a free and easy online returns option that doesn’t break the bank or swallow months of precious IT work time.

This need for a simple, convenient, and cost-effective solution is why DHL eCommerce provides a consumer-friendly, self-service returns process. Our consumer-facing, on-demand solution provides the consumer the ability to print return labels from the comfort of their home at any time. As soon as your customer prints their return labels, your operations team will have full visibility to label creation, returns reporting, transit times, and end-to-end tracking via the DHL eCommerce Customer Web Portal. In addition to order-level visibility, you can also view delivery date reports that show exactly how many returns your staff should expect on any given day. Best of all, it is free of charge and requires no IT integration. Additionally, it provides the consumer full visibility of their package throughout the returns process.

Key takeaway: Many retailers have steered clear of web-based returns solutions because they are complicated to integrate and require extensive IT resources. However, our returns solution offers new ways to provide online returns, on-demand, without the hassle or added cost.

Want to learn more about our DHL SmartMail Parcel Return solution? Simply fill out this form, and a member of the DHL eCommerce team will be in touch.

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