fulfilment service

Hassle-free customer returns

With its premium 3PL fulfilment service, Zendbox can help you deliver a seamless and smooth eCommerce returns experience for your customers, helping to set your online business apart from the competition.

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Set the standard with returns

A quarter of all consumers return 5–15% of products they buy online, but 92% will buy again if the returns process is easy. That’s where Zendbox can help. Our simple eCommerce returns process ensures your customers receive a great experience, whilst your business saves on the costs, time, and headache of managing returns and handling customer service queries.

eCommerce returns as easy as 1, 2, 3…

If your customer wishes to return an item, we follow a rigorous 3-step process to ensure resaleable goods are restocked and made available to sell without delay.

STEP 1

Receive & scan

Your customer returns their item to our world-class fulfilment centre(s), where the item is scanned to match it with the original order that was placed and dispatched.

STEP 2

Quality control check

In accordance with your unique specifications, the item is thoroughly inspected for any damage or defects to determine whether it is in pristine, resaleable condition.

STEP 3

Return processed

Items deemed resaleable are scanned back into stock and safely stored within our fulfilment centre(s). Non-resaleable items are processed in a controlled manner, according to your returns policy for damaged or faulty goods, ensuring maximum peace-of-mind.

Switched 3PLs
Success story

"Getting a fulfilment partner can make or break you, and after a dreadful time with our previous provider, H**oo, losing half our stock, we wish we had gone with Zendbox in the first place. I have my time back and I can sleep at night knowing that my company is in safe hands."

Lucy Faulks-Barnard
Co-Founder, Elevate Wellbeing

Why choose the returns management
service
from Zendbox?

When 84% of customers will not purchase from a retailer again after a bad return experience, you can’t afford to get this wrong. Our eCommerce returns management process ensures your customers can return items with complete confidence.

We get it right in the first place

At Zendbox, we eliminate the risk of returns due to incorrect or damaged items with our pick and pack process, which carries an impressive 99.999% order accuracy rate. This means your customers receive the right products, on time and in perfect condition, minimising the need for a return.

It’s easy for your customers

Our returns management process means your customers can easily initiate and track returns online from any device. Customers are instructed to state the reason for their return and send their parcel to Zendbox, where it will be handled according to your specifications and our 3-stage returns process.

Track and manage returns

You can track and manage your customer returns from our intelligent inventory management platform, Zendportal. Here, you can view detailed information about each return, including the reason for the return, which enables you to monitor potential trends and take action to reduce returns in the future.

Let the eCommerce experts handle your customer returns for a seamless experience

eCommerce businesses can’t prevent all returns, but Zendbox can make the process easier and more profitable. We maintain the highest standards in returns management to ensure the reputation of your brand is protected and your customers benefit from a positive experience.

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Frequently asked questions

What is returns management?

Returns management is an eCommerce process in which customers return an item they have ordered to the online retailer (or their third-party logistics provider if they are partnered with one). The item is then checked, booked back into stock, and made available to sell if is deemed to be in resaleable condition. Returns management also encompasses the process of handling returned items that are damaged, faulty, or otherwise cannot be resold to customers.

How do you handle customer returns?

At Zendbox, we follow a 3-stage process to handle customer returns. Firstly, the customer is instructed to return their item(s) to our world-class fulfilment centre(s), where it is scanned to match it with the original order that was placed and dispatched. Secondly, the item is thoroughly inspected for any damage or defects to determine whether it is in pristine, resaleable condition. Finally, resaleable items are scanned back into stock and safely stored within our fulfilment centre(s), ready to be resold without delay.

Why use a 3PL for customer returns?

Many 3PL providers like Zendbox offer a returns management process as part of a complete 3PL fulfilment service. This ensures an end-to-end solution for eCommerce businesses that want to outsource their order fulfilment operations to an external company. Doing so enables online retailers to save costs and time, whilst delivering the best shopping experience to their customers, so that they can focus on growing and scaling their business.

What do you do with items that can’t be resold?

Items that cannot be resold are processed by our Operations Team in a controlled manner and according to your returns policy for damaged or faulty goods. Get in touch to find out how we can cater to your specifications with our returns management process.