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Returns Handling

The cost of returns

It’s inevitable that now and again, a customer will want to return something. It’s an issue for online retailers in all sectors, from fashion and beauty to electronics and gifts. But so many eCommerce brands treat their returns handling as an afterthought. Their process is slow and leaves customers in the dark, wondering when they’ll get their money back.

So what if your returns management service gave you the edge that kept customers coming back for more? The returns process is the perfect opportunity to delight your customers with the ease and visibility of your returns handling and ensure they choose your brand again in the future. Why not show your customers just how valued they are?

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The true cost of dealing a returned item goes beyond just refunding it. Expenses can include:

  • Postage and delivery of the return
  • Rework
  • Customer support
  • Exchanges
  • Complimentary items, gift vouchers and discount codes

A return should never come back to you because the wrong item was sent initially or damaged through poor packaging, so ensuring your fulfilment provider is accuracy-focused and their teams are well trained is paramount. By using the right technology and service, you can also streamline your returns process so that on the rare occasion something is sent back, you’re still creating happy customers in the process and saving time and money.

Revolutionary Returns management

ViewPort Returns is a revolutionary returns management feature. Say goodbye to paper slips in the parcel - instead, it's a simple online system that your customers can access from any device. You specify the standard procedure, including the options to inspect and restock items, forwarding to your headquarters, or provide photographs. We take care of the processing quickly and efficiently, so you don’t have to.

Your customer is able to quickly and easily generate their return online through the ViewPort portal. When doing so we’ll ask them to specify the reason for their return (giving you helpful data that can be used to reduce returns in the future). With our intelligent returns handling technology, you’re automatically notified of their incoming package before it even begins its journey back.

The Tracked Returns Experience

Every order sent has a unique order number and barcode, so if a return requires specific or personalised treatment, it can be identified immediately and action taken accordingly. These unique identifiers also mean both you and the customer know when the return has been received and processed, adding visibility throughout the return journey and reducing the strain of returns on your customer service team.

Reverse Logistics

It is difficult to make sure products are returned correctly when you’re running your own operation, or if your provider isn’t up to scratch. If the customer is already disappointed or a product isn’t suitable, the last thing they need is a complex returns procedure.

As part of James and James Fulfilment’s commitment to the best client care, we’ve ensured you can take advantage of simple to use reverse logistics processes and accounts, allowing customers to return unwanted orders quickly and easily. Whether you choose to provide free post return labels or a courier collection, your customer can enjoy a smooth experience, ensuring you meet the high standards of customer service that you want them to enjoy.

Join the revolution

Thinking about outsourcing your eCommerce fulfilment? Our expert team can help find a package that’s right for you.


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