Importance of Communication in Returns Management

Communication is critical in supply chain management. Often, customers switch brands due to a need for more order updates in e-commerce. But it’s nowhere more apparent than during returns management when the contact points between customers and brands are at their maximum. From informing about the decision to return a product to pick-up schedules and replacements, there are a lot of communications in returns management that can’t be ignored.

Imagine not being available in these times of adversity for your customers. While customer turn-out is bound to happen, missing links slowly drain your revenue, often inconspicuously. Let’s learn about the important aspects of communications in Returns Management in this blog post.

Events in Returns Processing and Management

86% of customers seek a simplified order return system, and 92% will rebuy if it’s simple. In this connection, breaking down the journey of returned products reveals where communications in returns management are crucial and how. 

• The customer wants to return products for some reason after successfully receiving them.
• The customer contacts the company to initiate the product returns.
• Someone from the company’s team sends information to customers via email or phone call regarding the process of returns. Shipping labels will also do. 
• The customer sends the products to one of the locations mentioned.
• The company’s internal team needs to figure out the product defect, if it’s sellable again, fix it under warranty if possible, or discard it altogether.
• Return resale items to the dispatch logistics team.
• Items eligible for repair need to go to the warranty group.
• Items for recycling or disposal should be taken to the right facility.
• If the item still has a warranty period and requires repairs, send it back to the buyer or offer a refund in money or store credit.

In the whole process, communications in returns management involve:

• Confirming the reception of the returned product.
• Keeping customers posted about the progress of their returns.
• Notifying them if they’ll get a credit or a refund.

Breakage of communication at any point leads to inevitable frustration for customers, which could be worse for both companies and customers.

Improve Internal Team Communication

From the moment a customer decides to send back a product, everyone on your team must stay in the loop. Good internal communication in returns management ensures that each team member knows when the item will arrive, what their responsibilities are, and how much time they have. Using one unified returns management software system to track these returns is far more efficient than juggling multiple emails or updating several different systems. Make the smart choice for your team and simplify the return process.

Ensure External Communication with Customers

It’s crucial to keep customers in the loop with consistent updates when they’re waiting on a warranty fix, refund, or store credit. Coming under external communication in returns management, ignoring this step will make customers feel neglected, as if their item vanished without a trace. 

That’s where reverse logistics software shines—it automates all the external communication in returns management, easing your team’s workload and ensuring no customer is forgotten. Moreover, external communication in returns management keeps your customers reassured and connected effortlessly.

Simple Ways to Reduce Returns

• Ensure your website has honest, clear product descriptions and real user feedback. Show your item with clear images and answer any frequently asked shopper questions.
• Ensure accurate deliveries by double-checking order details with customers via email, confirming product, size, and address, and providing tracking details for peace of mind.
• Choose sturdy packaging and bubble wrap for delicate items to avoid the common issue of damage, which leads to many returns.
• Extend your return policy beyond 30 days to ease return pressure, and watch your ecommerce returns decrease as customers form a bond with their purchases or forget to return them.
• Check-in with customers after delivery to ensure they are satisfied with the product. Ask for feedback, and offer perks to boost loyalty and decrease returns.
• Of course, some customers might need to return products. Always handle returns with courtesy and clarity, and ensure your fair return policy is well communicated. Make the process simple, offer alternatives to refunds, and swiftly confirm returns.

Related article to read: What is Returns Management?

Conclusion

If you’re looking forward to building a robust DTC brand, returns management is crucial. Communication in returns management is the single link that can disrupt the whole supply chain, ultimately disappointing the customer. You must also remember that there are last-mile delivery challenges as well as limitations with 3PL providers and courier partners, which can further make returns management challenging. In this scenario, only robust communication can ensure a good customer impression and brand loyalty.

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