Returning

Returns or to dt returned goods return deliveries to the Supplier due to complaints, repair, wrong delivery, cancellation of an order or a quantity variance for actually ordered ordering. The returns, which have passed the quality check after unplanned goods receipt can be reused for other customer orders.

The term returns is often used in the business context.

Planned returns

The study of ibi Research " returns management in online trading - Making the best of it " summarizes key figures for a returns management together. Thus, 40 % of surveyed customers go online in mind when ordering assume that they are allowed to return a portion of the goods ordered. This is especially in the apparel industry is very high - the returns rate is here in some cases more than 25% of all items ordered. Here, every tenth returning from the online retailer no longer be used. More than 30% of the surveyed online retailers have no overview of how high the cost per return for the company.

According to a consumer survey conducted by PwC Germany (2013 ) well-ordered one in three online shoppers on the Internet at least occasionally goods which he sends back to the dealer in all probability be right back. Almost a fifth of buyers even do this often. The free right of return - dealers may only rise from June 2014 at a value of about 40 Euros a return fee - makes online shopping though for many consumers particularly attractive, but represents a significant cost burden on Internet commerce dar.

Reasons for return

Common reasons for return are:

  • Do not like
  • Does not fit
  • Ordered several options to choose
  • Defective or damaged
  • Customer has ordered the wrong thing
  • Customer will not buy, but rent only for single use
  • Item not as described
  • Wrong delivery by the manufacturer

Reducing the return rate

Since returns are factored in from the outset by the client, for example, in the textile trade, can not eliminate all return reasons. However, it is possible to publish comprehensive product descriptions and product pictures, so that the customers can already provide comprehensive information online. Many online stores offer additional consultations size or product videos, so that customers get a very precise impression of the products. The return rate can also reduce these online retailers make sure to always deliver correct orders. Here, for example support a scanner -based picking or RFID technology. Returns are always at a cost. In order to reduce these to online retailers, processes endeavor in the shop to simplify the camp and in the management of returns and largely automated. For this purpose, an ERP system is often used, that is closely linked with an online shop system. In some shops, create and print the customers their return form itself, the information is sent to the ERP system so that the information is there an early stage. If the goods to the warehouse, will be assigned by a simple scan of the returns slip the return of the respective delivery. In addition, credits will be calculated automatically and automatically credited to the customer - taking into account all discounts and codes, which used in the order the customer.

Overview: levers for reducing the return rate

  • For complete product description and product presentation
  • Payment Terms: Payment in advance, bank transfer and direct debit instead of credit card and PayPal
  • Reduction of faulty deliveries
  • Automated processes in the warehouse (eg scanner -based picking, RFID)
  • Automated credit notes, including coupons and discounts
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