What ideal process should be followed to overcome the challenges while managing returns?« Back to Questions List

With the rise of e-commerce sales, a bigger challenges that e-commerce players face is to manage the increasing no. of returns. As the order placed online can never be considered to be fulfilled if the customer has initiated return, so it becomes important to resolve customer request – whether to replace the product as soon as possible or refund the money back without any delay.

Ideal way is to take following steps without fail –

Pickup the to-be-returned product – Go to customer’s doorsteps with urgency, pick up the product and give proper receipt to customer
Assess the incoming product – Check and ensure the product matches the quality
Mark the product in inventory – Update the existing inventory in DC/FC with incoming product so that it’s again ready to be sold
Deliver replacement product – While above processes are being carried out, make sure the replacement for product is delivered to the customer quickly
Refund the money – Make sure the money is refund into customer’s account if applicable (after completion of step 1 & step 2)

This will ensure hassle-free handling of return orders.