Retail Returns

Overview

Retail Returns allows customers that purchased items through resellers, marketplaces or in-store to initiate a return through a branded returns portal, even without an online order or known purchase record.

Customers can search for the product via a product catalogue or manually enter product details. Once a match is found, a return can be generated, allowing customers to complete the return journey as if they had purchased directly from your brand.

Key Benefits

Using Retail Returns provides an alternative method for customers to return items not bought online or via third-party retailers (for example: honoring product warranties). This functionality expands return capabilities to ease fulfillment of product guarantees regardless of the platform used for the original purchase. In turn, it reduces friction for customers when returning items directly to a retailer, improving customer satisfaction and providing a consistent branded experience.

Configuring the Retail Returns Feature

The following sections describe the configuration required for the Retail Returns feature.

Customer Requirements

For the feature to work, you need to provide the following:

• Access to the product catalogue to allow customers to search for and select the item they want to return from your store

Implementation Process

To activate this feature, please contact your parcelLab representative with the information specified under the Customer Requirements section.

Using Retail Returns

This section describes the process of registering a return using the Retail Returns feature.

Retail Returns Access

Product Catalogue

Manual Entry

Address Details

Item Selection

Providing access to Retail Returns as part of your returns process is customizable. In this example, users can select Product to start the retail returns flow. Whereas, clicking Order will open the standard returns process.

For more information on the scope and requirements of this feature, please contact your parcelLab representative.

The initial screen displayed is the item search page where users can find the product they want to return by searching the product catalogue.

Alternatively, users can also manually enter the product name and category for the returning item.

After users have selected the item to return, they are directed to a page to provide relevant address information in order to receive all relevant communications related to their return.

On the item selection page, users can confirm the item they want to return and reason for returning the item and then follow the standard returns process.

If the item was selected using the product catalogue, the corresponding product image will display. No image is shown if the product details were entered manually.

On this page, users can also update their communication preferences and contact information to ensure that they receive return communications.