3. February 2021 | Retail Marketing, Shopping Today

International returns management: transparent, fast, sustainable

On Jan. 27, 2021, the new edition of “retail salsa – Spice up your community,” the new webtalk format from iXtenso and EuroShop, took place.

The topic of the afternoon: the squeeze of lemon for your returns management.

Want to know what ingredients you can use to spice up your international returns management and give the customer journey the right polish? Here we recap the key insights from the webtalk for you.

You want to get the insights served directly? Click here for the on-demand video!.

The ingredients were provided by industry insiders Ruben Meulenhoff, Vice President International Sales at Seven Senders, and Alien Mulyk, European Affairs Officer at the German E-Commerce and Distance Selling Trade Association (bevh).

Transparency in returns processing

Why should returns processing be kept as transparent as possible, just like shipping? Ruben Meulenhoff explains why this is important for customers:

 

Online buying behavior and returns

What is the current state of online buying behavior among customers? Alien Mulyk told us how consumer shopping behavior has changed with regard to the Corona pandemic and how this affects the returns rate:

 

Scoring despite returns

Ideally, customers don’t return goods in the first place. If that’s the case anyway, retailers can still score points with consumers and perhaps turn them into loyal customers after all. How? This is explained by Ruben Meulenhoff:

 

Shipping and sustainability

Another topic that has been driving retailers and customers alike since before the e-commerce upswing: Sustainability. The bevh returns compendium also dealt with this. As co-author, Alien Mulyk knows what customers want in terms of sustainable returns processing and how retailers can fulfill these wishes:

 

Back to the beginning: transparency

And which logistics system lends itself to more sustainability, or is it the mixture of different solutions that makes the difference? This is where our talk comes full circle, because here, too, it’s all about: Transparency is what counts:

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