Chapter 1: Off-Brand, Generic Experience

Reduce Consumer Friction

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When it comes to returns, many retailers struggle to deliver the brand experience their consumers are used to during the purchase journey. Here’s why…

Friction

Lack of Control

Despite ownership, you lack control over your returns process, which prevents you from creating meaningful, personalized brand experiences that engage and excite your customers.

Image of a Black Watch with another Image overlayed with an email inbox showing returns notifications.

Friction

Reliance on Third-Party Vendors

You’re reliant on multiple third-party vendors, such as carriers, 3PLs, and other software vendors who send your consumers inconsistent, off-brand post-purchase communications you can’t control.

Friction

Lost Buyer Traffic

Third-party communications typically direct buyer traffic away to a carrier or vendor site with a branded tracking skin, but without any of your brand website experience.

Image of a guitar next to a UPS webpage that explains a delayed delivery.

Friction

Multiple Systems

A lack of understanding of all possible return events that trigger communications, results in generic, diluted experiences for your consumers. High engagement touchpoints have lost brand impact.

Solution

Empower Customers

Switch to a digital returns journey you control, embedded on your site to:

Recapture buyer traffic
Deliver consistent personalized experiences
Promote repeat purchases and customer loyalty

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Self-Service Returns portal that allows customers to select a return reason and describe the problem they were having.

Case Study: International Fashion Retailer

With an annual global revenue of over $20 billion, this brand increased its revenue and customer loyalty with an embedded digital returns experience.

Then

Paper Labels

Customers used to initiate returns via paper labels included with each delivery, which were resource-intensive to print and insert. Lost paper labels required support and led to customer frustration.

Carrier Websites

Customers also registered returns via multiple carrier websites, without the retailer having any control of their experience.

A FedEx Ship webpage image that is positioned on top of an image of a box and a return label is shown to the right.

Then

Updates From Carriers

After sending back a return, consumers received return status updates only from carriers. Across 20+ carriers in different markets, the customer experience was completely inconsistent and generic, lacking personalization and repeat purchase opportunities.

Image of a returns email communication that ended up in SPAM over an picture of cologne.

Now

Self-Service Returns

Customers can initiate and track returns via a digital returns portal, embedded on the brand’s website. It provides a clear journey inside the retailer’s own ecosystem and enables buyer traffic to be recaptured back to their own website.

Digitization

Replacing paper labels with a digital returns process is more sustainable and flexible, delivers actionable insights on frequently returned items and an ETA for returns, and also supports automation in the warehouse to significantly reduce operational costs.

An image of a phone with a confirmation screen for a customer registering a return next to an image of chelsea boots and a drop down asking for a reason for the return.

Now

Personalized Communication

Once a return has been registered, customers receive proactive return status updates and exception notifications directly from the retailer. Localization and personalization help to deliver a consistent on-brand experience.