Efficient returns handling is an important customer service differentiator. Loyal customers have come to expect quick, no questions asked returns that allow them to return products when they want, where they want, and for the exact price they paid. This leaves retailers facing the challenging dilemma of trying to strike the right balance between reducing returns fraud while continuing to provide superior customer service.
So how do you improve profitability, without decreasing customer satisfaction and ultimately sales?
Oracle Retail Returns Management is the only cross-channel management solution that enables retailers to strike just the right balance between improving the customer’s shopping experience and enforcing return fraud policies that minimize fraud return, significantly impacting the bottom line.
Speed the returns process to keep your good customers through access to centralized, cross-channel, purchase and return data, enabling refunds for the correct price even when the customer has lost their receipt.
Create return policies based on the presence of a receipt, merchandise group/item, store group/store, customer history, purchase date and condition of the item.
Leverage a real-time, centralized, authorization engine and detailed return history in combination with your returns policy to determine in each case whether a refund should be given, and if so, in what tender, and whether positive ID and/or a manager's approval is required.
Guide cashiers with return instructions based on the return requested and the applicable policies.
Provide customers with dynamic receipt messaging to reduce surprises and confrontation.
Empower customer service representatives with real-time access to detailed return history and the ability to override previously denied returns.
