Many Happy Returns
Outsourcing Returns
Many netpreneurs, not wanting to handle the returns process
themselves, turn instead to returns management solutions (RMS)
companies for help. RMS companies handle all aspects of returns
management for you. They can generate shipping labels and return
authorizations, which include information about why customers are
returning the products, what they're returning and other
pertinent information. They may also take care of the physical
handling and disposition of those returns. Sometimes, these
companies even have returns facilities, where employees scan, open,
verify and assess the condition of the returned products. Many RMS companies integrate their systems with yours, so your
order management, credit processing, transportation, returns
authorization generation and customer service systems are all
connected. This way, you can track the status and condition of
returned products, and items can be routed to the locations you
designate. Many RMS companies also allow your customers to return products
to USPS offices or other carriers' offices, where they're
shipped back to you. They also give your customers instant credit
for returns. RMS companies usually charge an installation fee,
starting at $10,000, and a transaction fee for each returned
package-anywhere from 50 cents to $4, depending on the level of
service offered. Content Continues Below
One such company is Newgistics Inc.. With
Newgistics' Return-Valet service, you can offer your customers
the ability to return merchandise to local neighborhood parcel
centers and receive instant credit on the returned goods. You can
also have packages shipped in bulk to a regional returns facility,
which can help to substantially lower your costs associated with
returns. Another com-pany to check out is Return.com, which lets
you offer your customers a returns process through 3,400 Mail Boxes
Etc. locations nationwide or the USPS. Whether you decide to process returns yourself or hand the
responsibility over to an outside firm, remember that satisfied
customers are the only ones who will return to your Web site for
purchases in the future. And having just served a ton of brand-new
customers this past holiday season, can you really afford to lose
them?
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