{"id":8467,"date":"2024-02-15T10:50:42","date_gmt":"2024-02-15T09:50:42","guid":{"rendered":"https:\/\/www.ms-direct.com\/?p=8467"},"modified":"2025-03-11T17:04:33","modified_gmt":"2025-03-11T16:04:33","slug":"successful-returns-management","status":"publish","type":"post","link":"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/","title":{"rendered":"Successful returns management"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"8467\" class=\"elementor elementor-8467 elementor-8466\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4063bfda e-flex e-con-boxed e-con e-parent\" data-id=\"4063bfda\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c1f7c13 elementor-widget elementor-widget-text-editor\" data-id=\"c1f7c13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Returns management plays a central role in the customer journey. It not only influences your product range and pricing strategy, but also the customer experience after the purchase and therefore your success. So if you want your online store to remain competitive, you can hardly avoid the issue of returns handling. In this blog, you can find out what makes returns management successful, what tasks await you and why outsourcing can be worthwhile.<\/strong><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b980b0 elementor-widget elementor-widget-heading\" data-id=\"2b980b0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Contents:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97b6e34 elementor-widget elementor-widget-text-editor\" data-id=\"97b6e34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Whatis\">What is returns management?<\/a><\/li><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Whyis\">Why is returns management important?<\/a><\/li><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Whyare\">Why are there returns?<\/a><\/li><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Tasksin\">Tasks in returns management<\/a><\/li><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Reducereturns\">Reduce returns rate<\/a><\/li><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Returnssustainability\">Returns management &amp; sustainability<\/a><\/li><li><a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/#Outsourcing\">Outsourcing returns management<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b58741 elementor-widget elementor-widget-menu-anchor\" data-id=\"8b58741\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Whatis\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-140911e elementor-widget elementor-widget-heading\" data-id=\"140911e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is returns management?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14bece4 elementor-widget elementor-widget-text-editor\" data-id=\"14bece4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Returns management encompasses all activities and measures relating to the possibility of returning purchased goods and all downstream processing. Specifically, this refers to the management of information, financial data and the flow of goods between the customer and the retailer or supplier. Successful returns management is characterized by a well-organized logistics process and optimized IT structures.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-adc1321 elementor-widget elementor-widget-heading\" data-id=\"adc1321\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Information control<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8143b11 elementor-widget elementor-widget-text-editor\" data-id=\"8143b11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>For returns to be possible, they must be integrated into your store system. This includes functions such as the registration of returns by customers and communication with returns service providers. Many store systems offer standardized interfaces for this.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a48fb36 elementor-widget elementor-widget-heading\" data-id=\"a48fb36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Goods flow control<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3456943 elementor-widget elementor-widget-text-editor\" data-id=\"3456943\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The physical return process requires logistical planning. You need a returns address where returns are accepted, checked and prepared for sale again. The aim is to quickly unburden customers and quickly reintegrate the goods into the sales cycle.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c827ec elementor-widget elementor-widget-heading\" data-id=\"9c827ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Finance control<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f9577a elementor-widget elementor-widget-text-editor\" data-id=\"8f9577a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>With the return, your customers expect a prompt refund. This usually takes place after the returns processing has been checked or as soon as the goods are put back into storage. This step is an interface between your electronic system and the physical process. Refunds also have a noticeable impact on your accounting expenses.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35675c2 elementor-widget elementor-widget-menu-anchor\" data-id=\"35675c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Whyis\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee53b34 elementor-widget elementor-widget-heading\" data-id=\"ee53b34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why is returns management important?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f4465d elementor-widget elementor-widget-text-editor\" data-id=\"6f4465d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Well thought-out and efficient returns management has a clear and lasting impact on your success, as it is a crucial aspect of trust and customer loyalty. In order to drive your success with returns, two features of your returns management are particularly important: <strong>customer friendliness and cost efficiency<\/strong>. According to Swiss Post&#8217;s <a href=\"https:\/\/digital-commerce.post.ch\/-\/media\/post-maxisites\/E-Commerce\/Dokumente\/Whitepaper-RetourenmanagementOnline-2022?sc_lang=de&amp;hash=DEE7966B608846F080BD932D1A051166\">Online Retailer Study 2022<\/a>, around 84 percent of online shoppers surveyed will make a repeat purchase on a platform if the returns process is simple. At the same time, however, more than half of people check the returns conditions before placing an order. Customer-friendly returns management is therefore desired, noticed and rewarded by your customers. If you also set up your processes in a cost-efficient way, you can make real leaps in growth with your return performance and generate more profits.<\/p>\n<p>Customer-friendly and efficient returns management is therefore a potential qualitative differentiator for your online store. And that is a decisive factor in today&#8217;s highly competitive e-commerce market.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2776c7a elementor-widget elementor-widget-image\" data-id=\"2776c7a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.ms-direct.com\/wp-content\/uploads\/elementor\/thumbs\/MSD-Blog-Returns-management-advantages-qjuijq60m2ltt2ykbxyt4zbqma2m77k5t7klhwuxlo.png\" title=\"MSD-Blog-Returns-management-advantages\" alt=\"MSD-Blog-Returns-management-advantages\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Advantages of professional returns management<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c647435 elementor-widget elementor-widget-menu-anchor\" data-id=\"c647435\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Whyare\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e4c1c0 elementor-widget elementor-widget-heading\" data-id=\"9e4c1c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why are there returns?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9677510 elementor-widget elementor-widget-text-editor\" data-id=\"9677510\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The reasons for returns are very varied and also differ slightly depending on the sector. According to Swiss Post Ltd&#8217;s<a href=\"https:\/\/www.post.ch\/digital-commerce\/-\/media\/post-maxisites\/e-commerce\/dokumente\/E-Commerce-Stimmungsbarometer-2023.pdf\"> E-Commerce Sentiment Barometer 2023<\/a>, 89 percent of consumers surveyed stated that they returned items because their expectations were not met. The sources of such unfulfilled expectations can be divided into four broad categories:<\/p>\n<ul>\n<li><strong>Price:<\/strong> Discount campaigns can be a source of returns. If customers have just bought the product at full price, they sometimes return it and buy it again. Or they buy a product because it&#8217;s discounted and then realize that they don&#8217;t need it at all. Subsequent customs costs are another reason for returns.<\/li>\n<li><strong>Product:<\/strong> Poor product quality, misleading or incorrect product descriptions or defects are understandable reasons for returns.<\/li>\n<li><strong>Logistics:<\/strong> Something can also go wrong during the delivery process, which then triggers a return. This may be due to the delivery process taking too long or the product being damaged during transportation.<\/li>\n<li><strong>Customer:<\/strong> Since customers lack physical contact with the product when shopping online, they often order several sizes and colors. As a result, some of the ordered goods will end up back with you as returns.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15ca91e elementor-widget elementor-widget-image\" data-id=\"15ca91e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.ms-direct.com\/wp-content\/uploads\/elementor\/thumbs\/MSD-Blog-Returns-management-returns-reasons-qjuipkpv4ym21qgq6gz8ni6zol8u3es1a5pczw6qvw.png\" title=\"MSD-Blog-Returns-management-returns-reasons\" alt=\"MSD-Blog-Returns-management-returns-reasons\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Most common reasons for returns in Switzerland in 2023<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7368bab elementor-widget elementor-widget-menu-anchor\" data-id=\"7368bab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Tasksin\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-825face elementor-widget elementor-widget-heading\" data-id=\"825face\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Tasks in returns management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-592f17f elementor-widget elementor-widget-text-editor\" data-id=\"592f17f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The primary goals of your returns management should be cost efficiency, customer satisfaction and reducing your returns rate. To achieve this, you need a clear strategy. Your returns management sometimes has an impact on your product range and pricing and also influences the usability of your online store, your advertising messages and your logistics.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f862b2 elementor-widget elementor-widget-heading\" data-id=\"1f862b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Communicate returns conditions clearly<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa7a61b elementor-widget elementor-widget-text-editor\" data-id=\"aa7a61b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A customer-friendly returns service is nothing if it is not communicated clearly and comprehensibly. Many customers check the conditions for returns before they make their first purchase and tend to prefer stores with clearly communicated and simple processes. So the better and easier you make your conditions for returns easier to find, the better. For example, it is a good idea to communicate the conditions directly on the product page or the homepage of your online store. You can take a closer look at <a href=\"http:\/\/www.zalando.ch\/\">zalando.ch<\/a> as an example. On the other hand, avoid listing the conditions for your returns service only in the terms and conditions; your customers will rarely look there. In addition, refrain from writing lengthy novels; write briefly and clearly how long the deadline is, whether costs will be incurred and what the expected processing time until reimbursement is. For Switzerland, you can use the following benchmarks as a guide:<\/p>\n<ul>\n<li><strong>Return period:<\/strong> In Switzerland, 14 or 30 days is the usual return period.<\/li>\n<li><strong>Returns costs:<\/strong> Around 70 percent of stores charge a price for the returns service. For most, the costs lie between CHF 5.50 and CHF 9.70.<\/li>\n<li><strong>Refund period:<\/strong> On average, customers in Switzerland receive their money back within 7 days.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-837a18b elementor-widget elementor-widget-heading\" data-id=\"837a18b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Pricing<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-038d294 elementor-widget elementor-widget-text-editor\" data-id=\"038d294\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you introduce returns management, the question of pricing arises. Do you offer returns free of charge or do you charge something for them? This decision can have an impact on your profitability. The <a href=\"https:\/\/www.ms-direct.com\/en\/press\/post-purchase-excellence-study-shows-what-online-stores-can-score-with\/\">Post Purchase Experience Study 2023<\/a> by MS Direct and the Zurich University of Applied Sciences (ZHAW) has shown that returns in Switzerland cost something in most cases. Charging a price for the returns service is therefore not a problem if you communicate the costs transparently. In addition, the price information can also lead to your customers shopping more conscientiously and thus prevent one or two returns.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7b3c42 elementor-widget elementor-widget-heading\" data-id=\"d7b3c42\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Data collection &amp; analysis:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3051c0 elementor-widget elementor-widget-text-editor\" data-id=\"e3051c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Data is the key to increasing the efficiency of successful returns management and reducing the returns rate. Because once you have an overview of your customers&#8217; purchasing behavior and the popularity of your products, it is easier to take measures when designing your product range. There are various ways to access the valuable returns data.<\/p>\n<ul>\n<li><strong>Digital:<\/strong> Firstly, you can use the customer account for a digital returns registration. Your customers record the return digitally, state the reason and send the parcel back. If you link the returns offer to a customer account, you can also motivate customers who ordered as guests to create a customer account at a later date. This in turn opens up opportunities for downstream customer loyalty measures.<\/li>\n<li><strong>Returns slip:<\/strong> A popular way to return goods is with a returns slip. You enclose a bill with your consignments on which the customer can record any returns and state the reasons. You then send this bill back with the parcel.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a9c398 elementor-widget elementor-widget-heading\" data-id=\"4a9c398\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Basic processing procedure<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b855d1 elementor-widget elementor-widget-text-editor\" data-id=\"5b855d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The aim of returns processing is to check and resell returned goods. The basic processing process includes the steps of returns receipt, inspection, preparation, refund and restocking. The verification process is the most time-consuming part and requires the returns to be unpacked and compared with the returns in the system or the returns bill. Finally, the check is recorded digitally so that reimbursement can be arranged quickly. If the registration does not match the effective return, it is considered a clarification case. In this case, it is up to you to take measures to clarify the situation. If everything is in order, the goods can be made ready for dispatch and put back into storage. To ensure that these processes run smoothly and quickly, it is worth defining precise processes in advance. Returns service providers such as MS Direct can take this work off your hands and offer ready-to-use, optimized processes right from the start.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af188b5 elementor-widget elementor-widget-heading\" data-id=\"af188b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Extended processing process<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df0b5c8 elementor-widget elementor-widget-text-editor\" data-id=\"df0b5c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Alternatively, the basic manufacturing process can be extended to include quality control and return finishing. This makes particular sense for more expensive fashion items and premium brands in order to maintain the product quality or fulfill the brand promise. These processes are time-consuming and require a lot of human resources.<\/p>\n<ul>\n<li><strong>Quality inspection:<\/strong> During this inspection, the return is also carefully checked for damage and signs of wear and tear and then classified according to a predefined system. Depending on the quality level, a different predefined process follows, ranging from direct repackaging to elaborate finishing and disposal of the goods.<\/li>\n<li><strong>Refinement:<\/strong> During refinement, items are made fit for resale according to a predefined process. This can range from washing and ironing clothes to cleaning with special agents and appliances. You alone decide how and when articles are prepared.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d03b21 e-con-full with-shadow e-flex e-con e-child\" data-id=\"5d03b21\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1f3c9f5 center msd-checklist  elementor-widget elementor-widget-text-editor\" data-id=\"1f3c9f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Reading tip<\/b>: Learn more about <a href=\"https:\/\/www.ms-direct.com\/en\/efficient-returns-processing\/\">professional and efficient returns processing<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f166328 elementor-widget elementor-widget-heading\" data-id=\"f166328\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Resale, recycling, destruction<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0530fcd elementor-widget elementor-widget-text-editor\" data-id=\"0530fcd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In most cases, returns can be put back on sale. At MS Direct, for example, the proportion of returns that are destroyed is less than 1 percent. In all cases where this is not possible, however, you should be prepared. Can the goods be recycled or donated? Or does it even have to be destroyed? Certain returns can also be sold at a reduced price via outlets. Relief organizations are also happy to accept clothes in good condition.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d89ff4c elementor-widget elementor-widget-heading\" data-id=\"d89ff4c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Returns in cross-border business<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-197d4c5 elementor-widget elementor-widget-text-editor\" data-id=\"197d4c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you ship to countries with customs borders and offer a returns service, you face another hurdle when designing a customer-friendly process. If your customers have to send their parcel across the border, this is usually more expensive and also more time-consuming due to customs measures. In addition, the delivery time is longer and so is the period in which the customer waits for repayment. It is therefore recommended that you process returns or have them processed in the destination country. This results in lower costs for customers and a shorter waiting time for reimbursement.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e575c45 elementor-widget elementor-widget-menu-anchor\" data-id=\"e575c45\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Reducereturns\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9beb1f5 elementor-widget elementor-widget-heading\" data-id=\"9beb1f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Reduce returns rate<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c032660 elementor-widget elementor-widget-text-editor\" data-id=\"c032660\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Reducing your returns rate is an important part of returns management and at the same time an important lever for the further development of customer-friendly processes. Because with the right measures, you can save yourself and your customers a lot of effort and money. To avoid returns, you need to support your customers in their purchasing decision to the extent that they feel as secure as possible. You can achieve this, for example, with<\/p>\n<ul>\n<li>detailed and easy-to-understand product descriptions<\/li>\n<li>Measurement charts and fit tools to find the right product size (for dresses)<\/li>\n<li>clear and truthful product images, 3D images or virtual try-on tools<\/li>\n<li>visible customer ratings<\/li>\n<li>Information on the return rate of the product<\/li>\n<li>monetary incentives for orders without returns.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4596bd7 elementor-widget elementor-widget-menu-anchor\" data-id=\"4596bd7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Returnssustainability\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be78a88 elementor-widget elementor-widget-heading\" data-id=\"be78a88\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Returns management and sustainability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28608d4 elementor-widget elementor-widget-text-editor\" data-id=\"28608d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>When people think of returns management in connection with sustainability, they often think of the additional transportation routes and CO2 emissions. But this is actually not as problematic as you might think. If a truck that collects parcels also delivers the returns in the same breath, it is even more efficient in terms of CO2 emissions per parcel. If you want to optimize your returns management for sustainability, the best place to start is with your general logistics.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bcc1ed5 elementor-widget elementor-widget-heading\" data-id=\"bcc1ed5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Shipping options<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27b7c3a elementor-widget elementor-widget-text-editor\" data-id=\"27b7c3a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Even the choice of carrier can have an impact on the sustainability of your returns management. This is because certain service providers already offer climate-compensated or CO2-neutral shipping. Other providers, such as <a href=\"http:\/\/www.quickpac.ch\">Quickpac<\/a>, rely on a 100% electric fleet for deliveries.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf49ac0 elementor-widget elementor-widget-heading\" data-id=\"bf49ac0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Packaging<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a3a0efc elementor-widget elementor-widget-text-editor\" data-id=\"a3a0efc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Shipping packaging offers you three ways to make your returns management more sustainable. You can reduce and reuse packaging materials and opt for recyclable solutions.<\/p>\n<ul>\n<li><strong>Reduction:<\/strong> Companies that pay attention to sustainability usually no longer use standardized boxes. Instead, they use <a href=\"http:\/\/www.packsize.com\/\">machines<\/a> that cut cardboard boxes to size, variable-height boxes or telescopic boxes. The advantages are obvious: such boxes often no longer require any filling material and they increase the loading efficiency of vans. Alternatively, there are also retailers who send their products in the original box and do not use any additional cardboard packaging at all.<\/li>\n<li><strong>Reuse:<\/strong> Use shipping material that can be used more than once. Your customers will thank you if they can use the box they receive for their return. As an alternative to cardboard, you can also use sustainable <a href=\"http:\/\/www.kickbag.ch\/\">mailing bags<\/a>.<\/li>\n<li><strong>Recycling:<\/strong> Instead of plastic or cardboard, you can also opt for organic packaging or reusable packaging. In the long term, reusable mailing bags are often more sustainable than cardboard packaging.  <\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9d615a9 e-con-full with-shadow e-flex e-con e-child\" data-id=\"9d615a9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f746476 center msd-checklist  elementor-widget elementor-widget-text-editor\" data-id=\"f746476\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Reading tip<\/b>: Find out more about how you can save emissions <a href=\"https:\/\/www.ms-direct.com\/en\/sustainable-e-commerce-clever-packaging\/\">with clever packaging<\/a> or <a href=\"https:\/\/www.ms-direct.com\/en\/sustainable-e-commerce-the-last-mile\/\">sustainable shipping solutions<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fa4300 elementor-widget elementor-widget-heading\" data-id=\"1fa4300\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Polluter pays principle<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6470a9 elementor-widget elementor-widget-text-editor\" data-id=\"e6470a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In Switzerland, the <a href=\"https:\/\/www.parlament.ch\/de\/services\/news\/Seiten\/2023\/20231211173849405194158159038_bsd155.aspx\">federal government<\/a> was <a href=\"https:\/\/www.parlament.ch\/de\/services\/news\/Seiten\/2023\/20231211173849405194158159038_bsd155.aspx\">instructed in 2023<\/a> to examine the application of the polluter pays principle for returns in online retail. The Swiss government is now examining what legislative changes would be necessary, for example to introduce financial incentives such as an incentive tax in the form of an early returns fee. This request was made because Switzerland has an average return rate of 28 percent, making it one of the top countries in Europe, where only 14 percent of goods are returned on average.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3bfd6a3 elementor-widget elementor-widget-menu-anchor\" data-id=\"3bfd6a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"Outsourcing\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a519efc elementor-widget elementor-widget-heading\" data-id=\"a519efc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Outsourcing returns management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cdcc367 elementor-widget elementor-widget-text-editor\" data-id=\"cdcc367\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Returns service providers such as <a href=\"https:\/\/www.ms-direct.com\/en\/products\/returns\/\">MS Direct<\/a> have acquired expertise in the processing and finishing of various products over the years and therefore have ready-to-use, highly efficient processes, optimized infrastructure, specialized personnel and modern equipment at their disposal. In addition to the basic processing of returns, a wide range of additional services can also be booked with us so that all customer requirements for the returns process are covered. MS Direct takes over, among other things<\/p><ul><li>the entry of incoming goods<\/li><li>the quantitative inspection of returns<\/li><li>the repackaging<\/li><li>restocking or shipping to the central warehouse<\/li><\/ul><p>You can view the status of your returns at any time via the customer portal. Optionally, you can also book<\/p><ul><li>Qualifications<\/li><li>Refurbishment measures<\/li><\/ul><p>in addition. Cleaning, polishing, washing, ironing, etc. are carried out at the customer&#8217;s request. We simply solve clarification cases electronically with a photo and description of the defect in our clarification case tool. And last but not least, we also take care of the disposal and recycling of damaged goods.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-275dd05 elementor-widget elementor-widget-text-editor\" data-id=\"275dd05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Online stores that work with a returns service provider therefore benefit from the extensive expertise and efficient, customer-friendly processing procedures. This saves time and money on the one hand and increases customer satisfaction thanks to fast refunds on the other. And in the meantime, you can take care of your core business without stress.<\/p>\n<p><strong>Can we support you with your returns management? We would also be happy to set up an efficient and customer-friendly returns process for you and work with you to ensure more satisfied customers.<\/strong><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c15026 elementor-widget elementor-widget-custombutton\" data-id=\"1c15026\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"custombutton.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t      <div class='custom-button-holder'>\n                  <a\n            href=\"https:\/\/www.ms-direct.com\/en\/resources\/contact-support\/\"            class=' icon custom-button'>\n              Contact us now                              <?xml version=\"1.0\" encoding=\"UTF-8\"?>\n<svg id=\"b\" data-name=\"Ebene 2\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 37.77 21.63\">\n  <defs>\n    <style>\n      .d {\n        fill: #e9f4f7;\n      }\n    <\/style>\n  <\/defs>\n  <g id=\"c\" data-name=\"Ebene 2\">\n    <path class=\"d\" d=\"m2.17,12.98h28.2l-4.95,4.95c-.85.85-.85,2.22,0,3.06.42.42.98.63,1.53.63s1.11-.21,1.53-.63l8.65-8.65c.41-.41.63-.96.63-1.53s-.23-1.13-.63-1.53L28.48.63c-.85-.85-2.22-.85-3.06,0s-.85,2.22,0,3.06l4.95,4.95H2.17c-1.2,0-2.17.97-2.17,2.17s.97,2.17,2.17,2.17Z\"\/>\n  <\/g>\n<\/svg>                        <\/a>\n                \n              <\/div>\n    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Returns management plays a central role in the customer journey. It not only influences your product range and pricing strategy, but also the customer experience after the purchase and therefore your success. So if you want your online store to remain competitive, you can hardly avoid the issue of returns handling. In this blog, you [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":8668,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"class_list":["post-8467","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cross-border","category-fulfillment"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Successful returns management - Blog | MS Direct<\/title>\n<meta name=\"description\" content=\"We show you how successful returns management works, what tasks it involves and what benefits it brings you.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Successful returns management - 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