Make returns quick and easy for you and customers

Consumers return a massive £490 billion worth of products every year, according to IHL. Fortunately for retailers, 92% of shoppers say that they’ll buy from a business again if the returns process is easy.

At James and James, our returns management service creates this simple process.

Your shoppers get a brilliant customer experience. You reduce the time and money spent on returns management and customer service – and get new insights into the reasons for returns.

Why choose our returns management service?

We first eliminate returns that should never happen – due to incorrect or damaged items – through our accurate order fulfilment service. We then make it easy for customers to initiate and track returns online. Finally, we receive and process returns quickly, enabling you to refund customers and re-stock products fast.

A plain, undamaged box ready for shipping and delivery

Eliminate incorrect and damaged items

According to Chain Store Age, an astonishing 23% of eCommerce returns are due to incorrect items being shipped. A further 20% are due to products being damaged in transit.

At James and James, we eliminate these returns through our accurate pick and pack process. Through a combination of weight, visual, barcode and address checks, the right person gets the right items 99.9% of the time.

In addition, our highly trained team ensure that every order is packaged carefully and appropriately, reducing returns due to damages.

Offer customers easy online returns

Wave goodbye to paper slips in the parcel! Instead, our returns management service enables your customers to initiate returns online, from any device.

When we receive an order from your store, we email each customer a unique link to ViewPort. This online portal, customisable with your logo and brand colours, enables shoppers to track their order – and start and follow a return.

Customers are asked to select a reason for their return, from a drop-down list that you provide. This gives you helpful, structured data, to reduce returns in future.

A customer starts and follows a return on their mobile phone using James and James's ViewPort platform
A customer starts and follows a return on their mobile phone using James and James's ViewPort platform

Offer customers easy online returns

Wave goodbye to paper slips in the parcel! Instead, our returns management service enables your customers to initiate returns online, from any device.

When we receive an order from your store, we email each customer a unique link to ViewPort. This online portal, customisable with your logo and brand colours, enables shoppers to track their order – and start and follow a return.

Customers are asked to select a reason for their return, from a drop-down list that you provide. This gives you helpful, structured data, to reduce returns in future.

A James and James team member scans a product barcode inside the fulfilment warehouse

Control and track the returns process

With our returns management service, you retain full control of the process. You can specify standard return postage options. You can choose what happens to returned items – do we inspect and re-stock them, or forward them to you?

Every order we send has a unique number and barcode. This means we can quickly identify returns that require personalised treatment. And both you and your customers can track them online, reducing “Where’s my refund?” support tickets.

In short, we take care of returns handling quickly and efficiently, so you don’t have to.

How has our fulfilment warehouse helped other brands?

Dragons' Den entrepreneur Hanna Sillitoe values accuracy, value, intel and most importantly - security

After discovering her first outsourced fulfilment company were stealing her products and struggling to keep up with orders, Hanna made the switch and put her trust in James and James.

The staff welfare, security and pick/pack process at James and James is the best I’ve seen anywhere.

– Hanna Sillitoe, Founder, Hanna Sillitoe

Tina Davies product shot

Tina Davies Professional’s international expansion is a stroke of genius

Tina Davies Professional wanted to deliver their cosmetic products to artists in the UK and Europe which meant appointing a trusted UK-based fulfilment partner. James and James is now relied upon to run the European and UK part of the business.

James and James’s combination of dedicated support, online dashboard, and sophisticated tech-enabled fulfilment process was a clear winner.

– Luke Davies, Founder, Tina Davies Professional

Nutravita vitamins product

James and James supports Nutravita’s brand diversification strategy

Established in 2014, with many more years of experience in health and wellbeing, Nutravita is continually updating its product ranges of supplements and vitamins, to help people live healthier lives.

By partnering with James and James, we’re able to spend less time packing and shipping orders, and have more time to focus on plans to grow our company.

– Arash Peyami, CEO/Founder, Nutravita

Conductive paint onto circuitboard

Bare Conductive builds a global brand and community

James and James has helped the Printed Electronics pioneers reach thousands of engineers, designers and developers, and get time back for design, marketing and sales.

James and James has been a crucial partner in growing our community, cutting our costs and putting our business at the forefront of Printed Electronics.

– Bibi Nelson, Co-founder, Bare Conductive

Man wearing a face mask

Cambridge Mask Co meets 2,500% increase in demand with James and James

The provider of military-grade face masks has been able to ship five-figure batches of masks rapidly, as COVID-19 created unprecedented demand from consumers and healthcare organisations.

James and James is an essential element in our ability to help the UK and international community respond to COVID-19.

– Christopher Dobbing, Founder and CEO, Cambridge Mask Co

Dope Ropes skipping rope

Dope Ropes takes a leap of faith amidst pandemic chaos

The retro jump ropes brand turned to James and James, when demand for its home fitness products surged during the COVID-19 lockdown.

I have an edge over people who drop ship products, which can take ages to arrive, and I can also compete with the likes of Amazon on speed.

– Keon Ghaharian, Co-founder, Dope Ropes

Two frenchie dogs in harnesses

“Freaky fast” delivery helps Frenchie Bulldog double European sales in two years

The US-based pet supply brand choose James and James to support its European launch, thanks to the advice of our friendly team. Two years on, its sales have doubled and it's built a loyal fanbase this side of the pond.

James and James has given us quite the reputation! It’s so satisfying to know that we have a strong team behind us as we continue to grow.

– Victoria Shanley, Global Distribution and Social Media Management, Frenchie Bulldog

Protein empire BCAA product shot

Protein Empire saves money and grows faster

Protein Empire – an innovative sports nutrition brand – has reduced wastage, improved customer experience and grown 50% month-on-month since working with us.

James and James Fulfilment provides everything required to run a growing eCommerce business successfully.

– William Evans, Managing Director, Protein Empire

Planet paleo product shot

Supplement store sees growth thanks to James and James Fulfilment

for the Ageless is a food supplement store, specialising in groundbreaking herbal and multivitamin formulas, aimed at “people who see ‘complete wellbeing’ as the new ‘beautiful'”.

We chose James and James for their ethical and organic standards, and slick software system and processes.

– Daniel, Director, for the Ageless

Learn more about the order fulfilment process

Returns management is just part of our order fulfilment service. We also take care of everything – from receiving and storing stock from your manufacturers to shipping products to your customers.

Goods in - the first step of the order fulfilment process

Goods in

Send your inventory to one of our international fulfilment centres.

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Warehousing and storage - the second step of the order fulfilment process

Warehousing

Your stock is stored safely and securely, ready for orders to come in.

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Pick and pack - the third step of the order fulfilment process

Pick and pack

We receive orders from your online store and get them ready to send.

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Shipping - the fourth step of the order fulfilment process

Shipping

We ship orders quickly to your customers via our courier network.

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Returns management - the final step of the order fulfilment process

Returns

Returned orders come back to our fulfilment centres for processing.

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