International shoppers expect to have the option to return merchandise - effortlessly. It’s an integral feature of a top-quality online shopping experience, and without a clear, convenient way for shoppers to return a purchase, conversion on your site will be impacted.
The good news is it’s possible to offer a return policy that makes international returns as simple as domestic returns – maybe even easier! Our solution enables a cost-effective, customer-friendly return policy that converts shoppers into buyers, and drives efficiency across the returns pipeline.
With no IT integration required, you just decide on the policy you want to offer, define the parameters by country, product, and purchase date, and determine who pays for the return - retailer or consumer. (Tip: free returns leads to improved conversion). We take it from there…
How it works
The shopper just visits our returns portal - which is branded with your “look and feel,” - chooses the item(s) to return, selects a return reason (which you can pre-define), and prints a shipping label. They can then schedule collection of the package, or pop it in the post. That’s it, couldn’t be easier!
The Returns Center
When the return package arrives at the shopper’s local returns center, the arrival scan immediately triggers a confirmation email to the shopper. We inspect the package, verify the contents against the shopper’s return order, and process it according to your policy, including certified destruction, if required.
Once the return is processed, we initiate a fast refund to the shopper, using the exchange rate of the original transaction. This ensures neither you, nor the shopper is out of pocket due to fluctuating FX rates. In territories that offer duty drawback, we reclaim the customer’s duties and taxes, which means you can offer a full refund to the shopper - a powerful benefit that builds brand loyalty and customer satisfaction, and reduces customer service enquiries. Our experts handle the entire reconciliation process with local customs authorities, and if the shopper has requested an exchange, our team initiates that process too.
Returned goods are consolidated and returned to you at pre-negotiated, low-cost rates, leveraging returned goods relief to avoid re-import duties. The merchandise arrives back to your DC quickly and cost-effectively, allowing streamlined re-injection into your inventory.
With a suite of reporting capabilities, our platform gives you full visibility of inventory in the returns pipeline. Our speedy resolution of the refund process delivers a superior experience to the shopper, and reduces email/telephone customer service interaction. Every aspect of the solution is designed to build customer satisfaction, increase customer loyalty, and drive repeat purchase behavior.
Returns is the final piece of the cross border puzzle—easy to promise, but difficult to execute. Our infrastructure and technology make international returns as easy as local returns, and builds trust between you and the shopper.