Online shopping is more relevant than ever today, it is thriving, and it’s a market that continues to grow year over year. Unfortunately, with the increase in sales comes the problem of customer returns. The returns are not as simple as they once were. While some omnichannel retailers have both brick and mortar stores and online stores, many ecommerce stores exist only online, which can make dealing with returned items more difficult and costly. Adhoc returns can come from ecommerce marketplaces, own stores, large format retail stores, factory outlets, other sales partner stores. Here existing warehouse management is neither aware of the original forward orders, nor it will have any intimation of returns from marketplaces. These returns can be Return To Origin (RTO) or Customer Returns (CR). This makes returns processing a very crucial part since it directly impacts your bottom line. Return processing requires reconciliation, restocking and refurbishing of returned products. Moreover brands want to capture images of returned products, quality check the reason for returns, generate SPF claims, print return labels, etc.
Why return processing is a major headache?
- Different marketplaces have multiple seller accounts & provide different return data fields leading to difficulty in returns processing
- Different data, incomplete data – Some marketplace might provide AWB no, some might provide Packet ID
- Different SPF requirements – Some marketplaces need images of return products, some need video with reason, etc.
- Physical returns get mixed up in the warehouse – Once returns are received, opening the packet mostly mixes up all the returns
- Poor visibility of returns – Since there is no visibility on what returns are coming in, from where, in how much quantity, future planning goes for a toss. Also, due to lack of visibility these products can’t be processed and made live quickly
- Difficulty in claiming SPF
- Inability to manage returns at stores
What are the impacts of a poor returns management system?
- Lost opportunity to sell as inventory is sitting idle till the time returns are processed
- Working capital blocked with marketplaces because of reconciliation issues
- Operational overheads
- Poor visibility leads to suboptimal demand forecast
While return processing can seem like a net loss, there’s a hidden opportunity there. Capitalizing on that opportunity can help you turn returns and exchanges into a positive for your business — meaning you can create a great experience for shoppers and inspire customer loyalty all while recouping the potential monetary losses that come with returns. An effective returns processing software as part of your fulfillment services can help you gain your customers’ trust and loyalty, and even increase sales.
Researched and built by a team of experts with vast experience in the Retail industry, RetunsJini was made as a simple, fast and easy to use version after 3 years of success of its original omni channel fulfilment platform’s success in the industry. It is an intelligent end-to-end returns processing tool designed to meet the ever-evolving unique returns processing needs and demands of the retail brands. The key area addressed by ReturnsJini is to automate the tedious adhoc returns coming from any marketplace or brick & mortar stores, the day to day manual activities associated with it and make them more accurate, also reducing man-hours invested. These include sorting returns as refurbished, resaleable or unsaleable items, reconciliation of returned products, restocking & refurbishing of returned products through integration with warehouse management systems (or ERP) along with e-commerce compatible returns processing. On that note, you can deep dive on each of these areas in more detail by referring to the ReturnsJini User Guide. In case you are more interested in just knowing how it can make your life simpler, your analysis and operations more accurate and your business larger, please refer to the Why use ReturnsJini section.