Product Update how to manage eCommerce returns

Product update: How to manage eCommerce returns


Written by David Renwick

Today we're announcing Branded Returns, which gives you an all-in-one, customer-facing solution to manage eCommerce returns for your business.

You can’t avoid returns. In fact, one study found that returns have now risen to nearly 17% of all orders. But, you do have control over how you handle returns, and how much of an impact they have on your business (and your team).

Branded Returns is available to all Starshipit customers and is packed with useful features. You can create a self-service returns portal, customise your returns email and SMS notifications, use shipping rules to create clever automations, manage return charges and so much more.

Branded Returns Portal

With Branded Returns, you’ll spend less time managing returns and your customers will be happier knowing they can easily return an item within minutes right from your website.

In this article, we’ll explain everything you need to know about Branded Returns so you can hit the ground running. But first...

Why it’s important to manage eCommerce returns

  • Improve customer satisfaction – Returns play a significant role in customer satisfaction. By offering hassle-free returns, you can build trust and loyalty with your customers, which leads to repeat business. Shopify found that 92% of customers are more likely to buy from you again if the returns process is smooth.
  • Increase sales – Flexible returns policies can give you a competitive edge. Customers are more likely to choose a retailer that has a good return policy compared to one that does not, with one study from Pitney Bowes finding that 54% of shoppers are unlikely to buy a product if the retailer has an unclear or poor return policy.
  • Cost management – Managing returns can be expensive for retailers, and it is important to have a clear understanding of the costs associated with the process – and solutions in place. Tools to help you automate and streamline the returns process free you up to focus on running your business.
Submit a return

What is Branded Returns?

With Branded Returns, you can create a customer-facing returns portal and embed it directly on your website. From here, your customers can initiate their own returns and generate a return label. In other words, that’s one less phone call or email for your support team.

But this is just the start: You can also customise automated returns notifications (email and SMS) and create smart shipping rules to add logic to your returns processes, giving you even more control and time-savings.

Let’s explore these features in more detail.

Automated return notifications (Email and SMS)

Keep your customers informed at every step of the returns process with SMS and email notifications. You can customise the look of notifications and which notifications send – and when. You can send and receive notifications when return pickups are submitted, when the parcels get picked up, when you receive the returns and more.

Set up your account to charge for returns

Display multiple return payment options and set return charges for each option. For example, store credit, refund via original payment method and exchange.

Customise returns to fit your brand

You’ve got full control over the look and feel of your returns. Add your branding, colours, logos, content and links to your returns portal and notifications to give your customers a consistent experience.

Flexible returns options

Give your customers returns options that work for them. Let customers drop off their returns or allow them to self-service and arrange their own pick-ups – all through your returns portal.

Best of all, returns work with both domestic and international orders.

Mirror and apply your current returns policy with rules

Configure the returns portal to reflect what’s in your returns policy using rules and automation. For example, create a rule to reject returns for specific types of products (like underwear and earrings).

Streamline your returns with tags

Easily communicate information to your team by adding custom labels to your orders with tags. Tags make it easier to identify important details about different orders in the orders grid.

FAQs: Returns, return labels and more

Got more questions about eCommerce returns? Check out some of our frequently asked questions.

What’s the best way to manage eCommerce returns?
How do I create return labels?
Why do customers return products?
How do I get Branded Returns?

Try Branded Returns today and transform your eCommerce returns experience

Getting started with Branded Returns is easy. Once you've added the returns add-on to your Starshipit account, you’ll find all the returns settings on one new page.

From here, you can create your new returns portal, embed it on your website and customise your branding. Then, you can tweak your returns notifications, add your returns policy and more. Get in touch with us to learn more about how you can make returns one of your brand’s high points!

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David Renwick

David Renwick

David is Starshipit's Product Marketing Lead. When he's not whipping up a fresh new product update or chatting to customers for an exciting case study, you'll typically find him scoping out coffee spots and talking about what's on at the movies. Connect with him on LinkedIn.

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