A streamlined returns process makes customers happy.
Retailers have been scrambling to bring siloed back-end systems and processes into a centralized IT environment to fulfill this omni-channel expectation. Many omni-channel retailers find it necessary to create workarounds to manage reverse logistics. Women's apparel and home decor retailer Soft Surroundings offers some goods in each of its channels—e-commerce, stores, and catalogs—that aren't available in all.
The company attempted to address the issue by enabling store associates to access separate systems to process each type of return. But it became clear that it isn't easy to improvise within the physical reverse logistics supply chain. For example, if a customer purchases a chair online, then returns it to a store that doesn't sell furniture, Soft Surroundings introduces the return into store inventory. The company plans to develop a better long-term solution.
Retailers with long-established consolidation centers that are separated by channel are also working to merge those facilities. The rise of e-commerce has also meant an overall increase in return rates, particularly for apparel, home goods, furniture, and other items best experienced in-person.
Some customers buy several similar items with the intention of keeping only the one they like best. Most e-commerce retailers also offer returns via parcel, often including a return shipping label in the box. To ensure the product remains in good condition through shipping both to the customer and on the return, some retailers are investing in sturdier packaging that can handle a longer transportation cycle.
With million electronic items ending up in landfills every year, a growing number of jurisdictions are imposing new requirements on tracking and safely disposing of certain goods and materials.
Consumer electronics are a major focus, but other products are included in the rules as well. But that changed over the past few years, prompting Home Depot, Walmart, and other companies to work with the EPA to clarify regulations. Under the statutes, retailers are responsible for executing and documenting their good faith efforts to ensure they properly dispose of the governed goods.
Stepped-up enforcement of laws regulating hazardous materials such as herbicides is driving increased spending on specialized waste-removal services. Consumable goods are subject to their own set of requirements and processes, such as managing expirations. Many food manufacturers and retailers set up local donation programs to deal with saleable returns and procedures for destroying expired product.
Recalls represent an especially complex facet of the reverse logistics supply chain. They require fast action, detailed reporting, and processes that ensure recalled product doesn't enter the secondary market. The average retailer handles recalls infrequently enough that it can be challenging to keep effective programs in place.
Retailers are embracing a number of new strategies to maximize value from their reverse logistics efforts. Manufacturers and retailers are increasingly collaborating to establish the most effective reverse logistics processes. This collaboration includes addressing issues such as the handoff location, what and where value-added processes should occur, what liabilities exist and how to address them, and ensuring sustainability and compliance.
Retailers are also looking at their logistics networks holistically, considering forward and reverse operations together. That has helped to reduce return rates. But driving returns prevention back to product design is still not as common as it should be, and represents an opportunity for improvement. In consumer electronics, for example, about 65 percent of goods are returned with no fault found; often consumers didn't understand the product.
Greve sees opportunity for manufacturers to offer technical support call centers to help prevent returns. So when fuel prices rose in , it didn't pay to move some low-priced goods back to a centralized DC. It starts with procurement—or better yet, design. Collecting details on each material used in a product enables the reverse logistics function to predetermine how it should be handled upon return, speeding the process and increasing the potential revenue.
Pertinent data goes beyond information about the item returned. By combining that information with audits of supply chain, point-of-sale, and other data, retailers can pinpoint the root causes of unsaleables—such as issues with customer sentiment, forecasting, replenishment forecasting, product damage, and shelf rotation—then work with manufacturers to address the problems. Apple fell well short of what the customer expected, and the customer felt burned. Similarly, when Janine, an African-American woman in her 50s, goes to the mall these days, she walks right by a once-favorite store, Williams Sonoma.
The sales clerk looked kind of smug about the new policy too—like I was cheap or dishonest or something. It suggests deep betrayal. If retailers are losing customers over restrictive return policies, why are they putting these policies into practice?
The answer is that returns are costly, and stores try to control costs by restricting returns. What retailers are discovering is that they must walk a fine line. Retailers use imagery, emotion, and symbolism to craft an enticing image—which becomes the personality of the store. That image is an unspoken promise of a particular type of shopping experience. We all pay the price for such consumer behavior, as stores take new measures to protect themselves.
The clothes are SO cheaply made. So much so that the long sleev shirt I bought you can see my belly ring right threw it!! I had decided to return it but found that they do not give refunds, uhhhg. I just want my money back so I can shop at a different store completely!
This will be the last time I shop here!! Had a damaged item and called to ask for a return label so I could send it back and they told me to take pics of it and send to them in a email. Well got a email back saying I didn't report it within 48hrs and they're not responsible! Also when I called them I asked to speak with someone about returns and they put me on hold and when the guy did get on the line with me all he said was hello and I said yes then there was silence and I said hello again and he said yes again.
I worked in retail for 15 plus years and was taught to answer the phone with Hello what can I help you with today! I have never had an issue with this website and absolutely LOVE their clothing! Their process are fair and I find their clothing to be very good quality.
I have ordered from them numerous times and never once had an issue with any of the clothing I've ordered! SO cheap materials are used for all items. Better stay away from this site. Return policies are absolutely ridiculous!!! I had a massive order from them and ended up having to return a few things.
One item in particular was so cheaply made that I couldn't peel off the paper style sticker price tag with barcode inside the waistband without some of the faux leather coating peeling up! So because the material was that sensitive I returned it but was emailed saying they wouldn't honor my refund because "the patches of the faux leather exterior were removed in the front". These leggings were oil slick so there were no patches!!! I'm usually a total push over when it comes to confrontation but I can't believe that a company would lie about the damage when really the quality of the garment was terrible!
It's so obvious once you see it!! I contacted customer service today because my package said it was undeliverable via the local post office. I asked the woman to help me and see if she could hold the package up at the post office or ship it to a different address once it got back to them.
I literally have never heard anything like this before. So now I'm going to be charged and not receive my package for something that is completely out of my hands. I purchased the crush platform birkinstock shoes and after wearing them 3 times, they broke and now I cannot wear them. Wasted my money, the shoes are made of very cheap material. And they also won't exchange or return the shoes.
Please take this as lesson and step away from the store! I ordered from Necessary Clothing for the first time a couple weeks ago, and was very disappointed with the service I received. They had some cute clothes online and their prices were pretty low, which intrigued me enough to buy a black romper.
Necessary Clothing will not accept any items returned with obvious signs of wear and cannot accommodate damages after wear or improper care. We do not accept returns on gift cards, accessories (all items under the accessories tab), bodysuits, bras, lingerie, swimwear, beauty products and sale/marked down items. Necessary Clothing is the ultimate online destination for trendy fashionistas on a budget. Shop the newest styles from tops, dresses, denim, pants, bottoms, shoes, accessories, & outerwear. Necessary Clothing is not responsible for return to sender fees. As precaution please make sure that all information under shipping is correct before finalizing your order. We cannot make any changes to an order already placed.