E-commerce returns have long been a thorn in the side of e-commerce fulfillment. With most of the focus on what’s going out the door, online sellers have traditionally paid little attention to what came back in.
Now, however, customers demand that the retail brands they support have a free and easy returns process for goods purchased online.
To that end, it’s up to online sellers to integrate returns management capabilities seamlessly into fulfillment operations. However, mastering returns may be easier said than done, with consumers expected to return more than $761 billion in goods bought online in 2022.
E-commerce was already on its way up before the pandemic, but COVID-19 normalized online shopping for millions more consumers. Though retail stores are open again, many people still enjoy the convenience of buying the things they want and need online.
Since consumers have numerous brands to choose from, the customer experience has become a top concern for e-commerce and omnichannel retailers. A quality customer experience can set a retail brand apart from its competitors.
As part of that experience, consumers need to know that they will experience minimal hassle when attempting to return or replace something they purchased online.
Unfortunately, even one difficult return can result in a loss of repeat business. A 2021 survey from Klarna revealed that 84% of online shoppers would abandon a retailer after a single bad returns experience.
Partnering with a 3PL can help get e-commerce returns under control for many online sellers. Here are some signs you might need to work with a logistics partner:
Be upfront about your returns management needs when you enter into a conversation with a new fulfillment 3PL. Not every 3PL that offers order fulfillment services will excel at reverse logistics, so it’s important that they understand your needs and you understand their capabilities. Once you’ve found the right partner, here are some ways they can streamline your returns management processes.
These are only some of the ways that a fulfillment 3PL can help you regain control of your customer returns. Your logistics will help you identify even more opportunities for improvement specific to your business.
About Phoenix Logistics
Strategic Real Estate. Applied Technology. Tailored Service. Creativity. Flexibility. These fundamentals reflect everything we do at Phoenix Logistics. We provide specialized support in locating and attaining the correct logistics solutions for every client we serve. Most logistic competitors work to win 3PL contracts, and then attempt to secure the real estate to support it. As an affiliate of giant industrial real estate firm Phoenix Investors, we can quickly secure real estate solutions across its portfolio or leverage its market and financial strength to quickly source and acquire real estate to meet our client’s needs.