OPERATE EFFICIENTLY

Prepare for the unexpected to make the most epic day.

The unmarked or usually unmonitored terrain of a mountain can be tricky to navigate with unexpected dips and rocky terrain. But for a trained and well prepared pro this can be the most fun and exhilarating part of your day on the mountain.

Confidently enter Peak season with the right visibility, knowledge and action plan for what surprises might be hiding around the corner.

TIP #1

Proactive communication is snow joke.

Customers who are kept ‘in the know’ are less likely to be frustrated by delays—the less frustrated a customer is, the less likely they are to make a return. For that reason, make a commitment to clear, proactive communication a cornerstone of your reverse logistics strategy.

From fulfillment mishaps to carrier exceptions, the more proactively you can address issues, the more understanding your customers will be.  Long term, this will reduce your customer service costs, amplify satisfaction, and lead to fewer returns.

50%
Clear, proactive
communication can cut
WISMO + WISMR in half.
TIP #2

Adding  multiple carriers to help with capacity and customer experience.

When it comes to staring down winter storms and the holiday shopping rush, it pays dividends to have partners you can trust.

From logistics partners who can help with physically getting presents down the chimney and under the tree, to technology partners who unlock end-to-end return visibility and make it possible to intelligently update customers proactively—knowing you don’t have to “go it alone” during the holidays makes the logistics process so much easier.  

Two men standing in front of a wooden building with a snowboard.
TIP #3

Trim expenses and carve a path
to faster returns.

Are you routing your returns in the most efficient way possible?—Probably not.

Reduce your shipping and freight costs by using better intelligence to route your returns to the right warehouse, distribution center, or brick-and-mortar.

Plus, reduce inventory holding and handling costs by leveraging Return to Vendor (RTV) routing to send items back to product vendors, dropship distribution centers, etc.

A diagram of a storefront with a blue arrow pointing to the returns section.
TIP #4

Master the mountain of returns
with consolidation.

Consolidating shipments is a no-brainer way to optimize reverse logistics because it cuts costs and reduces package travel when done correctly.

While it’s not perfect for every retailer, those who deal with: Non-perishable soft goods (e.g., apparel), items that are not time-sensitive (e.g., bedding), and/or a high volume of returns (i.e., at least 300 per day) should seriously explore the viability of consolidation.

In addition to all the fiscal benefits of consolidation, it’s also the most environmentally friendly way to deal with returns—a fact that’s pretty important in this ESG era.

With Narvar, you can leverage 200K+ dropoff locations globally to consolidate returns including 1,100+ locations participating in The Return Drop @ Kohl’s and 2,000+ participating FedEx Office locations nationwide.

A pink and white sign that says "your kohls return code".
up to
90%
Cost savings with The Return Drop by Kohl’s vs. traditional
TIP #5

Forecasts call for a high chance of WISMO & WISMR throughout the season.

To ensure your reverse logistics are as efficient as possible, you need to make the most of your shopper data—the better your data, the more effectively you can optimize processes and lower costs. Moreover, a smoother process improves the customer experience, increasing satisfaction and lifetime value.

Of all the data inputs you’ll want to collect make sure you require customers to provide return reasons. Understanding why customers are bringing products back today, can help lower returns volume tomorrow (and protect future revenue in the process). Use returns reasons to identify product defects, inaccuracies on product detail pages, shifting consumer tastes, and more.

PRO TIP

Use customer returns data to set dispositioning rules to mitigate economic waste.

PRO TIP

Use better technology to predict returns, and proactively communicate refund delays.

PRO TIP

Consolidate returns data into a single view to easily identify optimization opportunities.