Digital Returns Platform for a Leading UK Logistics Company

Location

United Kingdom

Industry

Challenge

The client needed a solution that provides a seamless, efficient returns solution that enables a great customer experience for shoppers, greater control over returns for merchants, and easy implementation and onboarding for the carrier.

Pain Points:

Consumer demand for convenient returns options was starting to increase, as e-commerce growth accelerated.
Retailers were putting greater focus on customer experience and choice around returns to reduce costs and drive revenue.
Poor customer return experiences are leading to customer attrition.

Key Advantages

Fully white-labeled and easily configurable platform
Strong tracking and analytic modules
Boost brand awareness with cobranded returns journeys
Easily paperless returns in seconds
Fully customizable solution to give a continuous branded journey

Solution Highlights

Non-integrated journey: the lightest integration requiring no order information from the merchant. It's flexible and highly customized.
Integrated. If the merchant wants to offer an “integrated” returns journey, the client supports a range of integration options:
- Integrated journey via eCommerce plug-ins: integration into Shopify (Non-Plus), Salesforce Commerce Cloud & Magento e-commerce platforms;
- Integrated journey directly via API: allowing merchants to plug in directly into our APIs, offering merchants more control of the UI / UX;
- Improved customer journey – allowing consumers to view all items in their order & select which items to return, saving them time during the journey & providing more reassurance;
- Improved analytics – allowing merchants to know which items are coming back & associating returns information to an item;
- In the future, the pathway to premium features – enhanced features such as non-returnable items, returns windows & exchanges rely on the order information.

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