RETURNS

Retain customers with frictionless returns

The returns process is part of the customer journey that gives your customer a seamless buying and service experience. At the same time, you need to be in control of returns to make the best of each return. 12return puts you in control of a friendly and effective returns process with your customer.

RETURN INITIATION

Digital return form to remove friction and to improve sales retention.

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MANAGE

Dashboard and return rules to manage returns at scale and to gain insights from returns data.

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SHIPPING & TRACKING

Carrier services for cost-effective and sustainable returns from any customer.

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On your account, you can create separate channels for B2C and B2B. For each channel, you can set up a return portal. For B2B, you can also activate B2B user accounts with advanced access to the return portal.

On your account, you can set up a dedicated channel for marketplaces. Within the channel, there are different ways to set up specific return policies for each marketplace based on its requirements.

For each channel, you can define multiple return policies such as returns, warranty, take-back, and recall.

On your account, you can set up one or multiple warehouse locations. For each combination of origin country and return policy, you can define the warehouse location where the return should be shipped.

For each return policy, you can define how gatekeeping is done: by default based on fixed criteria, manual by a support agent, or intelligent with automation rules. Returns can be approved, rejected, or flagged as non-returnable.

On your account, you can set up one or multiple carriers. For each combination of origin country and return policy, you can create a route and define the carriers and destination. When you set up multiple carriers in a route, your customer can choose a preferred carrier.

For each carrier in a route, you can set up the shipping costs that should be charged to your customer. Furthermore, you can set up how these costs are charged: via the refund or via a payment gateway.

For each return policy, you can set up if refunds should be created automatically. You can define if original shipping costs should be reimbursed and if return shipping costs should be charged. Once refunds have been approved, a notification can be sent to any system to trigger the real financial transaction.

You can use Dynamic Return Policy to automate logistics and settlement options. Offer free returns for a store credit and paid returns for a refund to drive sales retention.

RETHINK RETURNS PLAYBOOK

Get the Rethink Returns Playbook

We have created the Rethink Returns Playbook. This playbook can be useful for designing your connected returns process.

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