With a consumer base that appreciates elegant shoes and a price point to match, returns management easily becomes a priority when looking at logistics. This brand from Europe came to the United States with no returns policy in place and a challenge when it came to processing returns internationally. When looking at a reverse logistics partner, the brand really needed to find a partnership that was skilled and experienced in returns management that could assist in not only building their policy, but to also assist with their returns processing. Their primary focus came down to the following key points:
Design a policy that is clear and concise for the consumer. Renew and restore as many returned units as possible. Efficiently process returns to reduce customer service needed for delays in processing.
When using Verde as their logistics partner, working with The Returns Lab for their reverse logistics became a no-brainer. The Return Lab’s knowledge and understanding of the footwear and soft goods industry within the US became a huge asset to this footwear brand.
Their Success Story
This footwear brand has been with The Returns Lab since early 2018 and has been efficiently managing their returns since. Their overall repeat customer base has grown 43% since implementing a returns policy and partnering with The Returns Lab. The customer service needed for returns has decreased substantially with implementing a user-interface to create new RMA’s, check on status updates and instant messaging directly to the returns team.
The Return Lab’s focus for this brand came down to the following key areas to ensure a successful partnership, positive customer experience, and overall efficient transparent process:
Design a policy that is clear and concise for the consumer
The outbound shipment: Use packaging that can be re-glued or taped to use a second time for the return shipment. Include a return label with every outbound shipment with physical instructions included. Host The Returns Lab’s portal on the footwear brand’s website that provides a digital platform to issue a RMA number and reprint the return shipping label if needed.
Next, renew and restore as many returned units as possible. As the product arrives at The Returns Lab, it is inspected for scents, stains, and general wear. This product is then cleaned and restored to be like-new with shoelaces tied and displayed to the brands liking. If any damage to the shoe box, it is replaced and relabeled with the appropriate SKU, description, and UPC swing-tags.
The ability to efficiently process returns to reduce customer service needed for delays in processing. When the RMA is submitted, it is placed in a digital tracking system. The Returns Lab then scans the package at the time of arrival and an automated notification is sent to the end-consumer reducing the number of status inquiries being submitted to the footwear brand.
Growing their e-commerce brand became much more efficient and promising when finding their logistics partner in Verde Fulfillment USA and The Returns Lab. Understanding new markets can be effortless when partnering with an expert in the field and this company did just that. With their overall consumer based and repeat customer base growing, they’re excited to see what the future will hold in the US market.
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