The document outlines a returns management strategy for an online retail company, emphasizing the importance of a customer-friendly returns policy to enhance customer comfort and satisfaction. It identifies common causes of returns, such as delivery issues and product defects, and recommends corrective actions to minimize these returns while treating them as opportunities for improvement. Effective management of return processes, including clear policies and timely exchanges, can lead to increased customer loyalty and business growth.

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Returns Management

2. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Online Purchase and Returns
Returns Management
Customer Wants to
Buy Shoes
Compares product
from various sites and
decides on one
Seller packs the
product (Shoes)
Seller dispatches the
product through third
party courier
Product delivered to
the customer
Customer Reviews the
product
Customer decides to
Return the Product

3. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Returns Management / Returns Policy
If not managed properly, or when
there is a ‘No Return’ Policy, Return
leads to
If managed properly, with
Customer Friendly Return Policy,
Return leads to
Customers are comfortable in Online purchase when the Marketplace/ Seller offers Hassle – free Returns
Hassle-free Return Policy helps Customers in making a purchase decision
Customer Reviews and Feedback help manufacturer in making product better and seller in understanding
customer demand

4. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Main Causes of Returns
Delayed Delivery
Delivery of Product that is
Missing Product/ Missing Items
 Damaged
 Defective
 Not as per Specifications

5. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Manage Returns – Root Cause Analysis
Carry out the Root Cause
Analysis of All Returns. Find
Products that have maximum
returns
 The Return reason stated by
the customer
 Customer Review and
Feedback on the product
 Any particular geographical
area or a particular courier
service that can be
associated with larger
number of returns
Group the various causes
into
 Correctable and
 In correctable
Correctable causes are those
that need to be focussed on
Control Action
For all Correctable causes
take appropriate measures
to control the number of
returns

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Returns to an extent are Inevitable
– Use them as Opportunity
 Returns that are controllable should be acted upon promptly to remove the
root cause.
 Providing customer as soon as possible with product in exchange of the one
returned will improve customer experience.
 Likelihood of such customers to re-purchase from the seller increases.
 Thus making a positive impact on business growth of seller.
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7. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Actions for Controllable Causes
Return Policy Catalog Packaging Delivery
ClearandTransparent
ReturnPolicy
In terms of
* Warranty
* Validity
* Terms of Usage
Helps Sellers
* To gain Competitive
advantage
* Attract new
customers
DescriptiveCatalog
With clear and
* Multi-angled Images
* Qualitative product
description
* Quantitative
dimensions
* Suitability usage
Helps customer in
making right choice
AppropriatePackaging
Packing suitable to
* Requirement of
Product
* Requirement of
Transportation
* Attractive in
Appearance
Ensures that product
reaches customer in a
good shape and
delights the customer
TimelyDelivery
* Correct Product
delivered to customer
* Along with all parts/
accessories
* Within the promised
Delivery Time
Ensures good
Customer Experience

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