Software-based return management provides more clarity – both for customers and retailers. Moreover, it's an extremely valuable source of data, as current data can be reliably and automatically collected, processed, and evaluated using a digitalized infrastructure.

More data leads to shop optimization and a better customer experience

Fundamentally, the return process should be seen as an opportunity for another touchpoint with the customer that can significantly shape the brand experience. Customers most often complain about a lack of transparency during this transaction. They are often frustrated that they have limited options when selecting the reason for the return and wonder whether and when they will receive a refund.

In this After-Sales-Cycle, customers should be much better cared for in terms of their satisfaction with the service and the product. With a standardized return process, where the consumer has additional touchpoints with the retailer through an online platform or call center, the customer experience can be sustainably improved.

In this context, the data collected during the return processes provide the opportunity to identify where online retailers can make adjustments. For example, if it turns out that goods are being returned frequently due to insufficient descriptions, work can be done on improving product descriptions. This not only increases customer satisfaction but also saves costs and boosts sales.

Actively avoiding returns – benefits for retailers

Increased returns lower customer satisfaction levels, and retailers constantly risk losing customers. Important information is lost through non-automated return processes, and high costs are incurred. The ecosystem of Trusted Returns allows retailers to holistically compile all technical and commercial interfaces in return management in terms of process and operational aspects and evaluate them. As a result, it's the retailers who actively drive the return process. This way, they can more easily create touchpoints with customers and learn more about their consumers and goods. In return, customers feel more valued through better communication – and have the opportunity to express their concerns specifically. Thus, the painful experience of a return is transformed into a positive consumer experience.

Higher customer satisfaction levels lead to better sales

By proactively approaching customers and providing them with tools to more easily navigate the jungle of the return process, retailers gradually remove the uncertainties surrounding this process and thus meet the expectations customers have of the retailer. A positive Consumer Experience demonstrably leads to more loyalty and trust towards the retailer. Software-based return management, as offered by Trusted Returns, has many advantages for both sides: The collected data help tailor the online presence better to the needs of the involved parties. Thus, the average level of customer satisfaction and, consequently, transactions in the online shop are sustainably increased.