As more and more of us are shopping online, returning goods can be frustrating for consumers. For retailers the problem is even worse. SMARTGLYPH has developed an app that makes it easy for your customer to make a return, whilst reducing your costs and giving you more information and control.
The SMARTER-RETURNS global application has been developed through insight and workshops with numerous major retailers, parcel/post carriers and 3PL’s.
It enables retailers to start to tackle the negative financial and operational impact of retail returns, and supports delivering an enhanced, speedy, intuitive and secure customer journey when returning goods.
The value of global retail returns has already reached $650bn and this number is growing as e-commerce continues to change the retail landscape.
For non-clothing returns average from 1-15%, however, for clothing returns can be as high as 40%, and the margin erosion and handling costs are having a negative impact on retailers financial performance.
The logistics industry has transformed the outbound consumer journey over the past decade, with next day being a norm, late cut offs, and same day/one hour delivery slots.
All of this has been supported by new apps giving more control and visibility on parcel deliveries and PUDO/Click & Collect solutions giving more consumer choice.
However, when it comes to a retail return, it still a frustrating, time consuming and at times confusing process. Consumers have to seek and search out returns guidance, which can vary from retailer to retailer; the rules and processes can be confusing.
Consumers are still being pushed to web sites and having to sign on with confusing passwords, telephoning call centres and having to complete paperwork.
SMARTER-RETURNS finally tackles these issues for both retailers and the consumers globally.
The application delivers a branded in app a 12 second returns journey, where the consumer simply scans ANY barcode related to the order/return, and it retrieves the invoice, the consumer selects the item and reason code, all done in 12 seconds. No websites, passwords, call centres or completing forms.
You can even attach videos or talking packs on what the returns guidance & process is, through the SMARTER-BARCODES application.
It pushes back in real time to the brand’s WMS system, and gives them live data on what SKU at item level detail is coming back, and supports improved control and costs on UK and cross-boarder returns.
It allows the brand to select the right return location (DC or retail outlet), or collection carrier/PUDO, based on the value/importance SKU. It also opens a 2-way interactive & secure channel with customer services within the retailer, who can manage a real time conversation with the consumer, turn returns into a sales opportunity.