The e-commerce sector is developing significantly, as indicated for example by studies of the Chamber of Electronic Economy conducted at the turn of the first and second quarter of 2020. The pandemic strongly influenced the purchasing habits of Poles, which caused more and more of our compatriots to make purchases via the Internet. And if they make purchases, they also happen to return goods. The reasons can be various – most often it is a damaged product, however, it can also be incompatibility with expectations, e.g. the shoe size is not right. Returns management is extremely important, because if such a situation already takes place, the consumer will build trust in the online store that facilitates the entire process for them. Even if at this moment something did not go exactly according to plan, there is a greater probability that they will order from the store again. Therefore, handling product returns in logistics plays an important place, which only gains in importance.
[grve_title title=”Handling returns and complaints” heading_tag=”h2″]
As part of the goods storage service, we can perform a lot of additional activities, such as product packaging or even returns management for the store. Handling product returns in logistics has basically become a standard, however thanks to the IT system allowing to control all operations, we are able to carry out processes related to it efficiently and without mistakes. Efficiently conducted return management in the supply chain works for the image of the online store no less than a rich offer of quality products. Customer service is the basis of PR, because a satisfied consumer is a returning consumer.
[grve_title title=”Product returns – e-commerce procedure” heading_tag=”h2″]
Precisely for the above reasons, the scope of our services also includes returns management, however, the procedure for accepting returns depends on our Client. We can, however, point out a few tips, because clearly presented handling of returns and complaints is an important thing for consumers and additionally builds their trust in the store. Therefore, if you run an online store and entrust us with full warehouse service, these tips may be useful:
- The procedure for accepting returns by the store should be presented briefly and without unnecessary complexities.
- The time for returning goods should be a minimum of 14 days, especially in the current situation when trips to the post office are not advisable. More and more companies decide on the option of even 30 days to return purchased products.
- Make the return shipment free for the consumer. This will facilitate the whole process, and as statistics show, returns are not so frequent for it to be problematic for financial reasons.
- On the store’s website, preferably in the place where the procedure for accepting returns is described, there should be a form for consumers to download, which will facilitate the whole process.
- Always be in touch – inform consumers whether the return has already arrived, when they will get the money and leave a good impression with friendly information and a question about what was the reason for returning the goods.
On our side remains fulfilling the provided guidelines, and thanks to a professional team of employees, returns management goes very smoothly and we are able to handle them even within 24 hours.
[grve_title title=”Shipment of goods and returns management by a qualified team” heading_tag=”h2″]
One of the most common reasons for returns is damage to goods during shipment. As Trans-Tok, we not only prepare goods for shipment, but also answer for their transport. We place products in very durable packaging additionally secured with tape, we are responsible for printing the posting document, generating an invoice or receipt and attaching them to the shipment, as well as handing the package over to the courier. Already during loading, we care for safety by using stretch foil and adhesive tape to secure pallets. Thanks to this, we minimize the risk of possible damages that may affect the shipment during transport. Operating in the industry since the mid-90s, we have the experience necessary for professional implementation of all tasks entrusted to us.