Maintaining an organised returns process ensures smooth workflows and reduces potential issues. An efficient returns system minimises delays and improves customer satisfaction and operational efficiency. By following these best practices, you can stay on top of all returns efficiently and prevent any from slipping through the cracks.
Best Practices for Managing Returns
These are the best practices for Returns Management with Swap.
1. Utilise the Dashboard Daily
The dashboard is your primary tool for monitoring returns. Make it part of your daily routine (or adjust frequency based on volume) to ensure all returns are accounted for and processed promptly. A well-maintained dashboard prevents backlogs and provides real-time insights into return status.
2. Capture Older Returns
By default, the dashboard only displays returns from the past week. Expanding the date range allows you to locate older, open returns and orders that need review. Key focus areas include:
Open Returns: Ensure all returns in this category are being actively addressed to prevent delays.
Needs Review: Regularly check this section to identify issues that require further action.
3. Regularly Review "Needs Review"
The "Needs Review" tab requires attention a few times a week to identify and resolve any outstanding return issues promptly. Establish a habit of checking this section at scheduled intervals to maintain an up-to-date return workflow.
4. Track Returns Stuck "In-Transit"
Returns that remain "in-transit" for an extended period may be lost or delayed. To manage these effectively:
Contact the warehouse to confirm whether the package has been received.
If the package is not found, start a lost parcel claim with the relevant shipping provider.
5. Address "Pre-Transit" Returns
Some returns may remain in "pre-transit" indefinitely, often because the customer decided to keep the item. Here’s how to handle them:
Option 1: Delete the Return—This removes it from the system entirely to keep records clean and prevent unnecessary backlog.
Option 2: Close the Return—This keeps the data for future reference without further action from Swap. The customer will not be able to submit the return again.
Follow up with the Customer—If there is uncertainty, contact them to confirm whether they still intend to return the item.
6. Establish a Routine for Consistency
Consistency is key to effective returns management. Set a schedule and reminders to review both the "Needs Review" and "Open Returns" sections regularly. Consider the following strategies:
Use calendar reminders or task management tools to prompt reviews at regular intervals.
Assign specific team members to oversee different return categories to ensure accountability.
Maintain a record of frequent return issues and address root causes to prevent recurring problems.
Additional Tips for Optimising Returns Workflow
Automate Where Possible: Use advanced rules to automate certain returns.
Monitor Return Trends: Use analytics to identify patterns in return reasons to make data-driven decisions that could reduce return rates.
Keep Documentation Updated: Maintain clear records of return policies and processes to align team members and improve efficiency.