Perfect the Customer Experience Down to the Smallest Return Label
Returns are an essential part of customer service and thus the e-commerce experience. It's like closing a door – should it be slammed shut, or left slightly ajar, so it can quickly be reopened? The right answer is: Make returns as smooth as possible. GLS attempted a solution. They created a system where merchants can direct customers to a portal to enter their information to receive a label for printing or a QR code to be shown at the Parcel Shop. In our opinion, it wasn't enough.
Okay. Enter order number, name, address, email address, phone number. You also did this when you ordered your item, but let's do it once more. What's the chance of making a mistake here? What are the odds of getting just a bit irritated?
Moreover, the return label itself is free, but not all companies offer free returns. This means the customer later discovers that the refunded amount is deducted by the return shipping cost. How's the mood now?
Shipping in an Elegant Formula
Return policies can't be formulated. Some companies offer free shipping, others do not. Some have one procedure, others have another. We considered this when we developed a solution that can be customized on each shop's terms. It provides the most seamless experience for the customer and especially the staff.
We started by establishing that we already know the customer's information. Then we ensured that both the customer and the company can retrieve a return label. If it's the customer, they're directed with a single click to a payment window and thus understand upfront that the return is at their own expense. If the company covers the shipping, customer service staff can just as easily send a prepaid label/QR code to the customer.
How We've Done It for Morfars.dk
Returns at lightning speed and with smiles all around
At Morfars.dk, customers must pay for shipping when returning a product.
Morfars has tried many solutions over the years, and the most optimal one is having the customer purchase the return shipping through the webshop – it also simplifies the process if the customer needs to have the shipping refunded later (for example, in case of a valid complaint).
We took the GLS solution to level two. This way, the customer receives a link that leads directly to checkout. Once the order is placed, Shopify Flow ensures a return label/QR code is sent directly to the customer, followed by capture and archive. Fully automatic, easy for the customer and the staff!
Situations often arise where customer service decides to send a prepaid return label/QR code to the customer. Morfars.dk uses the customer service platform Gorgias for all communication. Now, it's set up so that the customer service representative can send a prepaid QR code directly to the customer with one click.
"Previously, we had to enter an external system and fill out forms manually. Now everything runs automatically. Anything that makes it easier for us makes it easier for the customer. It just feels smooth and professional. There's transparency about the return policy when taken directly to a payment window – so even if the shipping isn't free, it's still a good experience.
– Line Eriksen, Morfars.dk