Action Plan: Transitioning to a Digital Returns Solution

Should I move to a digital returns portal?

It’s a million-dollar question. Not because of the complexity of the decision or uncertainty of the implications. That’s fairly straight forward (spoiler alert: the answer is a resounding yes). But it’s a million-dollar question because quite often, for mid-size retailers and largely, the savings from switching from a label-in-the-box solution is worth millions. A ‘yes’ is the only appropriate answer, it’s easy to say, and it will definitely save your business money.

In fact, our joint research with Retail Economics has revealed that the cost of on-line returns in the UK alone is a staggering £27bn. And a sure-fire way to ultimately stop your business contributing more than it should to this massive figure is to get your returns uncontrol with a digital returns solution.

Why Move to a Digital Returns Portal?

✔ Better Tracking & Transparency – Customers and the business can track returns in real-time, reducing lost items and customer service inquiries.

✔ Reduced Costs – No more printing and inserting paper return labels, saving on printing, labor, and materials.

✔ Encouraging Paid Returns – Ability to charge for returns where applicable, reducing unnecessary returns.

✔ Faster Refund Processing – Digital submissions allow faster handling, leading to better customer satisfaction.

✔ Improved Reporting & Insights – Data on return reasons, return rates, and product performance help optimize stock and reduce returns.

You can read more about the other factors behind choosing a digital returns portal here >>

Week 1: Planning & Returns System Setup

📌 Key Actions:

• Select a Digital Returns Portal (e.g., ZigZag, or an in-house system). Don’t rush into this decision too quickly. Take your time to review the competition before you ultimately choose ZigZag. We have a number of articles to help you analyse the different providers, whether you are a large enterprise retailer or a fast-growing SME.
• Ensure integration with your order management and customer service platforms.
• Map out the customer journey for returns, ensuring a simple step-by-step process.
• Review the current returns policy and update it to align with the new system (e.g., paid returns, time limits, conditions). It also needs to be easy to find and concise, 49% will get frustrated and not make a purchase if they can’t find and comprehend the returns policy quickly.

Week 2: Website & Communication Updates

📌 Key Actions:

• Update the website’s Returns Page with clear instructions on how to use the digital portal.
• Add a FAQ section addressing common concerns (e.g., "How do I return an item?" "Do I need to print anything?").
• Ensure mobile-friendly design so older customers can easily access the returns portal.

Confirmation Emails & Packing Slip Changes

📌 Key Actions:

• Update order confirmation & dispatch emails to include a direct link to the digital returns portal instead of a paper return label.
• Remove paper packing slips and shift to a digital packing slip (e.g., include order details in email or allow customers to download them).
• If some customers still require printed slips, provide a request option in the returns portal.

Week 3: Customer Service Training & Support

📌 Key Actions:

Train the customer service team on:

• How to assist customers in using the digital portal.
• How to generate a manual return label if needed for customers who struggle with digital solutions.
• New policies around return tracking & refunds.
• Develop customer scripts for phone and email support to guide older customers through the process.

Fortunately a returns portal will dramatically reduce the contact your Customer Service Team gets from confused and frustrated customers, but it’s still wise to get them up to speed quickly before launch.

Week 4: Customer Testing & Feedback

📌 Key Actions:

• Soft launch: Run the digital returns system alongside the paper-based one for a short period.
• Gather feedback from customers, especially older ones, to identify pain points. Some retailers have had great success by AB testing return fees and carrier options.
• Address issues and adjust instructions if necessary.

Full Launch & Paper Label Phase-Out

📌 Key Actions:

• Fully transition to digital returns.
• Monitor return rates, customer inquiries, and any issues in the first few weeks.
• Communicate ongoing support options for customers who need assistance.
• Conduct a final review of business impact, reporting, and cost savings.

How to Support Older Customers During the Transition

✅ Keep the returns process as simple as possible (clear buttons, minimal steps).

✅ Offer phone support and a step-by-step guide on the website.

✅ Consider a QR code in the package that links directly to the returns portal.

✅ Provide an option to request a printed return label for customers who can’t access digital solutions.

By following this plan, the business can reduce costs, streamline returns, and improve customer satisfaction, while still offering support for those who need it. 🚀

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