{"id":14789,"date":"2022-11-14T07:03:42","date_gmt":"2022-11-14T15:03:42","guid":{"rendered":"https:\/\/michaeljbrumm.com\/dcl-v3\/?p=14789"},"modified":"2023-11-02T06:11:40","modified_gmt":"2023-11-02T13:11:40","slug":"holiday-returns-process","status":"publish","type":"post","link":"https:\/\/michaeljbrumm.com\/dcl-v3\/blog\/holiday\/holiday-returns-process\/","title":{"rendered":"How to Ensure Smooth Holiday Returns Processing"},"content":{"rendered":"<p><span data-contrast=\"auto\">How you handle returns can differentiate your brand and create a competitive advantage.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Returns management is often an afterthought for ecommerce companies. With online purchasing growing in popularity, the returns experience is becoming much more important. Especially around the holidays, it\u2019s imperative for brands to implement a solid returns processing strategy.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With a successful returns process your brand will ensure the following:\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Positive customer satisfaction\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Greater potential for customer loyalty and advocacy\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Potentially higher profit margins\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Better inventory turnover which can net more sales<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Be sure to set up your product return strategy before the holiday rush hits. Here\u2019s how to set up a great return strategy for the holiday season.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Make Returns Part of Your Holiday Strategy<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With the rise of online shopping, many brands expect customers to buy more items than they intend to keep. It\u2019s now common practice to purchase with the intent to return. \u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Taking that a step further, some brands have made <\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/blog\/fulfillment\/returns-management\/\"><span data-contrast=\"none\">the returns process<\/span><\/a><span data-contrast=\"auto\"> a core part of their business. For example, a clothing company might encourage customers to order multiple sizes, try them on at home, and send back the ones that don\u2019t fit.\u00a0 <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This is an important part of where returns can fit into your overall holiday strategy. Even if returns aren\u2019t part of your brand messaging, all year, it can be during the holidays. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWe found that reverse logistics has become an increasingly important part of brands going international. For some brands, reverse logistics is a critical part of their business.\u201d \u2014Jordan Chatelain, Program Manager, Reverse Logistics at Passport Shipping<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559685&quot;:720,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The important part of a holiday strategy that involves actively encouraging returns is making those returns really easy to execute for customers. If you haven\u2019t been adding a return slip to all packages, you might choose to do that just for the month of December. You may find that the return rate is lower than you think! <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Focus on Customer Communication\u00a0 <\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The returns process should be primarily about customer communication. You want your customers&#8217; return experience to be one of ease, simplicity, and speed.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here are some of the places along the customer journey where you may need to add more communication regarding returns: <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0,46],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;,&quot;469778510&quot;:&quot;default&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Make your return policy easy to find and clear within the checkout process. Customers need to know what to expect before they purchase. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0,46],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;,&quot;469778510&quot;:&quot;default&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Return deadlines are very important to communicate. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0,46],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;,&quot;469778510&quot;:&quot;default&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">A return label and return packaging should be very easy to acquire. Many brands add a return label to all packages just in case\u2014while that\u2019s an added cost it makes the process so much smoother. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0,46],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;,&quot;469778510&quot;:&quot;default&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Be really clear where and how customers should drop off their return once it\u2019s re-packaged. Are you allowing an in-store option? Or just mail-in returns? <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0,46],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;,&quot;469778510&quot;:&quot;default&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Set customers up to know what to expect after they send back their return\u2014When will they receive a refund? If exchanges are an option, what\u2019s the timeline for sending new products out? Plus any other expectations you need to set for the post-return process. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">Customers who know what to expect are going to be happier than those who are left guessing. Give your customers the gift of clarity around returns this year. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">The Hidden Costs of Free Returns<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The costs of return processing can add up quickly. Don\u2019t get caught off guard with the\u00a0shipping fees, labeling costs, and fulfillment charges to restock products that are incurred from returns. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The catch for most brands is that free shipping on returns is expected by most customers these days. Research shows that customers who know they\u2019ll have to pay for return shipping are less likely to buy all together. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">To make sure you\u2019re not losing money on returned merchandise, incorporate return costs into your overall product pricing. You can do this by regularly assessing your rate of return, the average cost of returned items, and factoring that into your product cost. \u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">If the cost of return shipping is too much for your business, get creative. For example, you could split the difference with your customers and offer a flat rate for returns. Or you could offer free returns if items are sent back within a narrow time frame, and add a return fee for late returns.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Work with Your 3PL for Faster Returns Processing\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">One of the biggest things ecommerce brands forget about in the holiday rush, is what happens with returned merchandise.\u00a0Ideally the <\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/blog\/fulfillment\/rework-and-refurbishment\/\"><span data-contrast=\"none\">returned items will get processed quickly<\/span><\/a><span data-contrast=\"auto\"> so that they can be added back into \u201cgood stock\u201d right away. This isn\u2019t necessarily an easy or simple thing to do. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Depending on the type of product you sell your re-stocking turn-around time will vary. Items that need to be re-flashed, refurbished, or re-packaged will take longer than items that do not need much attention to get back into inventory. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Some 3PLs offer specific <\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/blog\/fulfillment\/benefits-of-value-added-services-in-logistics\/\"><span data-contrast=\"none\">value-added services like rework and refurbishment<\/span><\/a><span data-contrast=\"auto\">. Not all providers do this, or do it well. If you know your brand needs elaborate support to process RMAs, it\u2019s important to have that conversation upfront with your fulfillment provider. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A good rule of thumb is seeking help from a 3PL who already supports brands with similar products to yours. Then you can rest assured that they have the capabilities and infrastructure to move returns along quickly, accurately, and efficiently. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Ultimately you want your customers to have a positive experience with your brand. No matter what sales and promotions you are planning for this year\u2019s holiday rush, be sure you don\u2019t forget to plan out your return strategy as well.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">If you\u2019re looking for a 3PL with fulfillment centers in cities across the US, we own and operate facilities in\u00a0<\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/dcl-locations\/california-bay-area\/\"><span data-contrast=\"none\">The Bay Area<\/span><\/a><span data-contrast=\"none\">,\u00a0<\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/dcl-locations\/southern-california\/\"><span data-contrast=\"none\">Los Angeles<\/span><\/a><span data-contrast=\"none\">, and Kentucky. Use\u00a0<\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/dcl-locations\/\"><span data-contrast=\"none\">DCL\u2019s national footprint of warehouses<\/span><\/a><span data-contrast=\"none\">\u00a0to distribute your inventory across the country to reduce transit times and save on shipping costs.\u00a0If you need fulfillment or shipping support and want to partner with DCL Logistics,\u00a0<\/span><a href=\"https:\/\/michaeljbrumm.com\/dcl-v3\/company\/get-started\/\"><span data-contrast=\"none\">we\u2019d love to hear from you<\/span><\/a><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How you handle returns can differentiate your brand and create a competitive advantage.\u00a0\u00a0 Returns management is often an afterthought for ecommerce companies. With online purchasing growing in popularity, the returns experience is becoming much more important. Especially around the holidays, it\u2019s imperative for brands to implement a solid returns processing strategy.\u00a0\u00a0 With a successful returns [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2041],"tags":[54],"class_list":["post-14789","post","type-post","status-publish","format-standard","hentry","category-holiday","tag-reverse-logistics"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Ensure Smooth Holiday Returns Processing | DCL Logistics<\/title>\n<meta name=\"description\" content=\"Returns management is afterthought for many ecommerce companies. 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