Managing Online Returns

I was wondering if anyone here has an awesome way of managing online returns.

Places like amazon require you to print an RMA (return merchandise authorization) number form and send it back via UPS or something.

What are your experiences with these types of returns?

That RMA might work for a big faceless business like amazon. Don't know how it would work other places.

My returns come in through every possible crack.... some call... some email.... For good customers it would put them off if i made them jump through another hoop.

The typical return is just send it back without seeking any authorization. That RMA would not help much with them - and you will still face this problem... and some people will ignore the RMA no matter what.

How are you going to let the customer know about the RMA is important.... you want it to be available if they need it but you don't want to stick it in their face as that will just open the possibility for returned merchandise. I don't want to rip anybody off but I don't want to invite people to order because I have a built in and easy and inviting way to return the goods. Returns are money losers and I don't want to paint a target on my wallet.

One advantage of the form is that you can let 'em know up front about your return policy and you might get a little better compliance... you can tell them... we don't refund shipping and there is a restocking fee of 15%... and any software that has been opened is your property... if you messed it up you gotta keep it.

I should have been clearer on my post. My goal is not to limit returns but to streamline the return process for my client (not the customer).

Just trying to find the best backend solution to build for one of my clients that does high volume.

We need to make it foolproof for both the customers and the people processing the returns.

RB,

My experience has been similar to Egol's. Returns will come via the USPS, UPS, and camel. People just don't read. I think your solution needs to start with a "foolproof" (no such thing) return/sales policy that is easily accessible and shoved in front of people's faces as much as possible. From there, I would go with an RMA system that does not have to be anything super duper, but one that people can enter their name and/or order number, pull up their order for return, view the return/sales policy (to see what kind of charges, if any, they are facing or if you will accept their order in return) and finally receive an RMA number. Tell them that they must write the RMA number on the outside of the package in large print so that you can easily identify the package and the RMA # without having to open it (in case you need to refuse it or hold it).

If your client does huge volume, then I would think an RMA system is the only way to go. It would be way too difficult to keep track of anything otherwise. I would also make sure that when your client ships out orders, that the sales/return policy is included (on a flyer) with the order receipt and placed on the top of the contents (so that it is seen first when opened).

Having a clear return/sales policy is really the key though.

Thanks!

I am working on the tech spec for this returns system.

The UPS returns module is already programmed, we just need to build the interface behind it.

I am thinking a three prong approach.
(1) Allow customer to process a return at the Web site with a click of a few buttons
(2) Put information in the actual shipment on how to handle returns...
(3) Allow customer service people to handle most of the returns over the phone and email a customer instructions and necessary forms needed.

Then when the returns come in, the returns will be processed by typing (or scanning) in a RMA#, UPS tracking #, or Order #. We will know what to expect when based on the UPS integration. Customers will know the status of their returns and an email confirmation will be sent to the customer when the return is finally processed and credited back.

That is what I am thinking so far.

that sounds good RB. I would just be sure to plan on what to do when the "unauthorized" returns come in. The easy stuff is what you plan for. Good luck.

I would enhance this a bit.... This form should not only display the info on the screen.. but email the same stuff to the customer. Also the form could be used by company operator for phone in returns and the info sent by email to customer. This way, same form and system serves customer and company at same time... duplicate systems are always costly and don't work right - with coverage gaps. This will merge the two.

Here's my experience for returns:

Normal Days:
Most customers do not read. We've put our return policies on the website, the invoice that we include. The ones that do, will either send us an email, call, or just send the item back.

For our return policy, we state that shipping is not refunded, it has to be within 30 days, some items are not returnable (due to health reasons), also, we state that it takes 10 days to process a return (this is because it sometimes takes the bank a couple of days to post the refund). "Most" of the time, this works out.

We were going to create a form on the website for returns, but found that it would only be used by the customers that actually go to the website to seek information on returning an item.

Most of the time, they will just return it to the return label address. Occasionally, we get the bad ones. Ones that had it for 5 months, and then want to return it. Those we handle on an individual case by case. There's no way to account for the idiots out there.

For those of us that also sell seasonal items. Here's an example, costumes for Halloween. We all know that if you purchase a costume during the month of October, it'll most likely get used once for Halloween and that's about it. Now threre are people that like to return their costumes after it's been used and try to get a refund. The way we work this is that the package has to be postmarked by a certain date. October 29th or something. If it isn't, we would just refuse any packages coming in. This is so that we don't have to pay for shipping it back, and there has to be a line drawn somewhere.

Now there are times when a customer has to send it after the due date and call. I would just set up a set 10 RMA numbers. Give one of ten RMA numbers to all your customers that have a legitimate reason why it's being returned. So after the due date, when you get packages coming in, you can scan for the ones that are after the date, then scan for the RMA number. There are customers that would put in a fake RMA number, and it takes a lot of time to go through a list of RMAs. And instead you can just scan for the 10 RMA numbers, and all the rest can get refused and sent back.

The reason for the above, is for those rush seasons where it's all of the effort has to go to shipping a product out (make money) instead of checking on returns (lose money).

During this busy time, we would not accept exchanges. If a person ordered a green item, but wants to exchange it for a blue item, we would have the customer just place another order for the blue item, and tell them to return the green item before the due date. Keeping track of exchanges is a headache during the heavy season.

Now don't get me wrong. The above wouldn't be for the daily routine, only for the extreme cases when there's not enough manpower or manhours to get everything done and some corners have to get cut.

I think this is a little off from the topic, and I apologize. Just wanted to get this information out on exchanges/returns.

This thread has some good info.

I know they asked you, rusty to build something to help with the returns, but if I was gonna spend some money on that end, I think that I should be spendiing about fifty times as much money on the front end of this problem - getting enough info out there that returns are not a problem.

Everybody complains about the returners but if a business is getting lots of returns then they need to ask the question... WHY? What's going wrong... not enough info on the website? piss poor quality merchandise? mistakes in the pick and pack office? More info on the website that explains the returns policy? Instructions so that the customer can order carefully? I would be engineering a lot on these things first and with greater vigor.

I doubt that very many customers order something and want to return it. Returns are as much of a pain for them as it is for us - we need to prevent them.

Yea, we program in classes and modules. This way we can use the same code base in multiple places. If we change the cost base, it updates the other areas. It would be a pain to maintain the same code in several different locations.

Also, thank you kllrwlf for your detailed response!

The number of returns is actually very low in the sense that you are thinking. The customer sells custom goods, so sometimes the customer says, I want it in blue and change it to this. So they often do not refund the money, they just change the goods. It is far from an ordinary e-commerce business.

They sell many, many items (of the custom goods). The "return" percentage is small but the raw numbers are substantial enough to warrant a system to manage the returns.