Upgraded Customer Returns

Recently, we have released a new version of our Returns Management feature. This release looks to improve the existing product with some powerful features that allow customer service teams to manage returns requests more effectively and optimize the reverse logistics flows associated with returning products to origin and managing refunds and exchanges in the most efficient manner.

Improved Control Over Shipping of Customer Returns

The Return Request Management  module has been enhanced to allow users to create reverse shipments for a return request in a manual manner instead of automatically generating Reverse Shipments.

This new feature allows users to define exactly how they want returned items to be organized into different parcels and different delivery options to account for different product formats and specific handling needs of the products being returned.

Collection Date Management

Users can now update the Preferred Collection Date submitted by a customer, adding great flexibility to manage incoming customer requests to update their collection preferences and avoid failed collection attempts by the delivery services assigned to the return collection.

Editing Return Request Details

Customer Service Agents can now update customer submitted details such as the Reason for return, Resolution Type and Product Condition for each item in a Return Request.

This allows for flexibility when negotiating returns with customers and build accuracy on the data associated with returns.

New "On Hold" Status for Return Requests

A new On Hold status has been added to reflect situations where the Return Request approval is pending information from the customer. This feature allows Customer Service teams to have greater visibility over which Return Requests require immediate action and have a greater efficiency managing returns.

Assigning Team Members to Return Requests

Return Requests can now be assigned to different team members to allow teams to work efficiently and in a coordinated fashion.

Additional filters have also been added to search for Return Requests by User and allow users to easily see their list of assigned requests pending review.

Auto Close Return Requests

An auto-close function has been added to close any Return Requests that remain inactive for a period of time.

This feature allows to automatically close Return Requests for which items have never been returned by customers.

Improved Notes

The Notes interface has been redesigned to improve readability and information exchanges between customer service agents.

Advance Shipment Notice (ASN) Document

A new ASN (Advance Shipment Notice) document has been added for Reverse Shipments that allows users to print and get a clear indication of which items should be expected to be received at the fulfillment location.

Users will be able to print ASN for a return request, consolidating all the shipping information that is associated with the transaction to facilitate the receiving process in the fulfillment location.

Improved Returns Management UI/UX

In relation to the enhancements, some new user experience features have also been added:

• Return Request ID generated based on the original Order Reference Number
• Addition of Scheduled Collection Date column and filter
• Display associated reverse shipments for each item in the Return Request
• Enabled Quick Search by Order Number Reference, Return Reference, Customer Name, Customer Email and Customer Phone
• Export of list of Return Requests in .csv format
• Returns Portal language selection for multi-language Returns Portals, with default language automatic selection based on order language

Future Releases

Some further improvements have been logged:

• Enable self-service management of existing return requests by customers in the Returns Portal
• Integration of payment gateways to allow automatic refunds