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The Returns Gap: Bridging the Disconnect Between Customer Service and Receiving

The Returns Gap: Bridging the Disconnect Between Customer Service and Receiving

E-commerce has transformed the way we shop, but it has also brought the challenge of managing returns gap ecommerce. Retailers often struggle to find the balance between minimizing costs and maximizing customer satisfaction. But what if you could turn returns into an opportunity for growth? This blog post will unveil the hidden value in e-commerce returns and show you how integrating customer insights and data-driven strategies can revolutionize return management, helping you reduce costs, enhance customer satisfaction, and boost your bottom line by addressing the returns gap ecommerce issue.

Key Takeaways

Rethinking E-Commerce Returns: Strategies for Minimizing Costs and Maximizing Customer Satisfaction

Companies like Gap are revolutionizing the retail landscape with their innovative return policies, such as Gap Returns, which allow customers to return or exchange items they have purchased online. Gone are the days of viewing returns as a mere inconvenience; businesses must now embrace returns as an opportunity to learn and prevent future returns. Placing emphasis on learning from returns rather than merely processing them efficiently can help companies decrease costs while boosting customer satisfaction.

One exciting development in this area is the potential of 3D body scanning technology for providing personalized customer service. Significant improvements in the accuracy and user experience of sizing tools through 3D body scanning can potentially achieve new heights of personalized customer service at factory or outlet stores. Imagine a world where customers can find the perfect fit without ever trying on clothes in store, reducing the chances of returns due to sizing issues.

Continued innovation and a fresh approach to e-commerce returns can empower businesses to decrease costs and boost customer satisfaction. Strategies such as Gap’s 30-day window for returns, the possibility of a prepaid return shipping label, and the inclusion of a gift receipt demonstrate how companies can adapt their policies to better serve their customers and learn from their return experiences.

The True Cost of Online Returns: Impact on Profitability and Brand Reputation

High return rates can have a thrilling impact on profitability and brand reputation. It is estimated that the cost for a company to process a return is 66% of the price of the product, especially when dealing with return merchandise purchased online. With such a significant cost associated with returns, it is essential for businesses to minimize costs while maximizing customer satisfaction.

One way to reduce return rates is to improve the accuracy of product descriptions and sizing information. Here are some strategies to consider:

  • Implement virtual try-on tools that allow customers to see how a product will look on them before making a purchase.

  • Provide size recommendations based on customer measurements and previous purchases.

  • Utilize body scanning technology to accurately determine a customer’s measurements and suggest the best size for them.

By implementing these strategies, you can assist customers in finding the perfect fit, thus decreasing the probability of returns. This is particularly useful for final sale items, which typically have a higher return rate due to their non-refundable nature.

Also, businesses must maintain a return policy that is favorable to customers. For example, Gap provides a 30-day window to return unwanted items from the ship or purchase date, whether purchased online or at a Gap retail store. Ensuring a seamless return process can help businesses safeguard their brand reputation and retain customer loyalty.

WeSupply is a transformative platform designed to revolutionize the eCommerce landscape by significantly reducing costs associated with returns and other related operations. By optimizing these critical aspects, it guarantees a robust return on investment for businesses looking to streamline their e-commerce activities and enhance customer satisfaction. Maximize your margins and see the difference for yourself! Try our ROI Calculator to discover your potential savings and earnings with WeSupply.

Integrating Customer Insights into Reverse Logistics: A New Approach to E-commerce Returns

Integrating customer insights into reverse logistics involves:

  • Gathering information on why returns happen

  • Sharing the information with relevant departments, such as product design and manufacturing, to prevent future returns

  • Incorporating technology such as barcoding and RFID tagging to provide real-time insights into returned items and enhance visibility throughout the process.

Collecting and analyzing this feedback enables businesses to understand the reasons for returns better and spot opportunities for enhancement.

Understanding customer behavior can thrillingly impact the effectiveness of reverse logistics in e-commerce in several ways. By analyzing return data, businesses can:

  • Improve customer satisfaction

  • Reduce return rates

  • Enhance supply chain efficiency

  • Provide personalized customer experiences at both online and outlet stores

WeSupply’s Post Purchase Analytics offers a data-driven approach to enhancing e-commerce returns and customer insights. By tracking key metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS), businesses can pinpoint and address issues in real-time, optimizing the customer experience and improving retention. This tool enables continuous adaptation to customer needs, making it an essential component for effective reverse logistics and overall business strategy.

Beyond the Return Label: How E-Commerce Businesses Can Learn from Customer Returns

There’s a wealth of information to be gained from customer returns in e-commerce. Analyzing return reasons, customer feedback, and product performance data, businesses can derive insights that can be used to optimize their products and services.

For instance, e-commerce businesses can learn from return data by:

  • Enhancing product descriptions

  • Improving product quality and fit

  • Personalizing product recommendations

  • Optimizing the returns process

Identifying patterns and trends in returns allows businesses to make the required adjustments to their products and services, ultimately leading to a decrease in return rates.

Leveraging these insights, businesses can transform their return management process and create a better experience for their customers. This can result in:

  • Reduced return rates

  • Increased customer satisfaction

  • Increased customer loyalty

  • Long-term benefits for the business.

WeSupply’s Return Analytics empowers e-commerce businesses to transform returns into learning opportunities. By identifying the most returned products and understanding why they are returned, businesses can address the root causes and reduce overall return rates. SKU level analytics provide detailed insights into returns by product and variant, including color, quality, and size, helping businesses refine their offerings and improve profit margins. Additionally, gathering product feedback and analyzing the financial impact of returns helps businesses understand customer preferences and how returns influence customer lifetime value. This comprehensive approach to analyzing customer returns enables businesses to enhance their strategies, policies, and customer satisfaction, turning challenges into growth opportunities.

Improve your product offerings

Book a quick call with our experts to see how WeSupply can help you quickly identify return reasons at the product and variant level, including color, quality, and size, adjust sizing chart based on specific product, review product images, identify products that need more product reviews, gather customer feedback of the product fit

Closing the Loop: Utilizing Return Data to Enhance Product Design and Customer Experience

Analyzing return data can help excitingly enhance product design and customer experience, ultimately reducing return rates. Leveraging the extensive information from return data, businesses can identify areas for improvement, making data-driven decisions that enhance products and customer experiences.

E-commerce businesses can use return data to improve customer experience by analyzing return reasons, customer feedback, and product performance data. This information can help businesses identify areas for improvement, offer personalized e-commerce experiences, and implement returns automation to provide a convenient and efficient returns process.

Tracking and analyzing returns data can also contribute towards enhancing the customer experience during the returns process. By understanding the reasons behind returns and addressing them, businesses can create a smoother and more satisfying experience for their customers, ultimately reducing return rates and improving customer satisfaction.

Efficient and Insightful: Balancing Reverse Logistics with Customer Feedback Analysis

Balancing reverse logistics with customer feedback analysis in e-commerce is incredibly important as it helps to:

  • Understand and address the root causes of returns

  • Improve customer satisfaction

  • Reduce costs

  • Increase profitability.

Some exciting strategies to balance reverse logistics with customer feedback analysis in e-commerce include:

  • Having a clear and consistent returns policy

  • Streamlining the Return Merchandise Authorization (RMA) process for each type of return

  • Continuously monitoring and analyzing logistics Key Performance Indicators (KPIs) specific to reverse logistics

  • Tracking reverse logistics metrics to understand how well the returns process is performing

At WeSupply, we champion the integration of analytics and data-driven decisions as the backbone of successful business operations. We understand that a top-notch post-purchase customer experience is crucial and begins with the ability to measure and refine your strategies. That’s why we provide tools to track CSAT and NPS, enabling an efficient and insightful balance between reverse logistics and customer feedback analysis. This approach ensures continual enhancement of the customer experience, fostering loyalty and satisfaction.

Transforming Returns into Opportunities: Best Practices for E-Commerce Businesses

Adopting best practices for managing e-commerce returns can help businesses transform returns into opportunities for growth and improvement. This includes:

  • Streamlining the returns process

  • Optimizing cost and revenue

  • Personalizing the customer experience

  • Addressing the root causes of returns

  • Implementing proactive customer service

Reducing customer dissatisfaction is key to unlocking the hidden value in e-commerce returns. Understanding the reasons behind returns and addressing them can help businesses improve their operations and enhance overall customer satisfaction.

Some strategies for understanding and reducing customer dissatisfaction in e-commerce returns include:

  • Providing accurate product descriptions and clear photos

  • Creating detailed product titles and descriptions

  • Keeping customers informed about the status of their return

  • Offering sustainable return options

  • Preventing return fraud

By implementing these strategies, retailers can reduce return rates, recover costs, and improve overall customer experience.

Maximize Returns: Discover WeSupply's Strategic E-commerce Solutions

WeSupply transforms e-commerce returns into strategic opportunities with key features:

  • Self-Service Returns: Simplify returns with a 3-step process, offering physical store returns and support intervention.

  • Returns Tracking: Provide customers with real-time updates and individual tracking for split returns.

  • Seamless Integration: Easily integrate with existing systems and third-party tools for a streamlined experience.

Ready to revolutionize your returns? Book a demo with WeSupply today and transform your post-purchase experience!

Evereve's Success in Turning Returns Into Opportunities With WeSupply

Evereve faced significant challenges in managing the high volume and complexities of returns in the fashion industry, leading to inefficiencies, lost revenue, and poor customer satisfaction. By integrating WeSupply’s Magento & Custom API solutions, Evereve revolutionized its returns process, achieving automation, enhanced visibility, and streamlined operations. The new strategy focuses on proactivity, self-service, and flexibility, transforming returns into opportunities for improvement and customer loyalty, thereby addressing previous challenges and setting a new standard in returns management.

Dive deeper into transformation and innovation! Read the full case study to explore how WeSupply turned challenges into triumphs.

Combat inconvenience with proactivity & self service

Book a quick call with our experts to see how WeSupply can help you make returns easy for your customers with a beautiful, self-service solution that makes their experience easier while also providing new ways to lower costs and earn back revenue.

The Hidden Value in E-Commerce Returns: Understanding and Reducing Customer Dissatisfaction

The thrilling value in e-commerce returns is the potential to dramatically increase customer satisfaction and loyalty, significantly reduce costs, and substantially improve profitability. Understanding and mitigating customer dissatisfaction can help businesses unlock this latent value, setting the stage for sustainable success.

One way to reduce customer dissatisfaction is by:

  • Analyzing return data and customer feedback to identify specific reasons for returns

  • Categorizing returns into groups

  • Identifying areas for improvement

  • Balancing business viability and customer satisfaction

  • Using returns data to enhance the customer experience

By addressing the root causes of returns, businesses can improve their products and services, leading to higher customer satisfaction rates and reduced return rates.

It’s important for businesses to take a proactive approach to understanding and addressing customer dissatisfaction. Incorporating customer feedback analysis enables businesses to gain insights into customer behavior, preferences, and product performance, facilitating necessary improvements and reducing return rates.

Navigating the High Seas of Online Returns: A Comprehensive Guide for Retailers

Developing a comprehensive guide to managing and learning from online returns is essential for businesses to effectively handle the challenges associated with e-commerce returns. Implementing effective strategies, like offering hassle-free returns with a prepaid shipping label and instituting customer loyalty programs, can help retailers decrease online returns and bolster their bottom line.

Retailers must also address the common problems they face with online returns, especially when it comes to online purchases, such as:

  • Inaccurate product descriptions

  • Product defects

  • Sizing discrepancies

  • Lack of an order management system

  • Poor customer service

By solving these problems, businesses can ensure customer satisfaction and reduce return rates.

A comprehensive guide to managing and learning from online returns can help retailers reduce costs, improve customer satisfaction, and increase profitability. Understanding the reasons behind returns and deploying effective strategies to address them can help businesses unlock the concealed value in e-commerce returns, setting the stage for sustainable success.

Revolutionizing Return Management: Data-Driven Strategies for a Better Bottom Line

Data-driven strategies for return management in e-commerce can help businesses improve their bottom line by reducing return rates and enhancing customer satisfaction. Leveraging return data and using data analytics allows retailers to make informed decisions, thus improving their overall business operations.

Silk & Salt, an eco-conscious fashion brand, is an example of an e-commerce business that has effectively and enthusiastically implemented a data-driven return management strategy. Analyzing return data and understanding customer behavior can equip businesses to make data-driven decisions, enhancing their operations, customer satisfaction, and bottom line.

When creating a data-driven return management strategy, businesses should consider various types of data, such as:

  • Returns data

  • Customer behavior data

  • Product data

  • Sales data

  • Customer feedback data

By incorporating this data into their strategy, businesses can optimize the returns process, reduce costs, and ultimately improve customer satisfaction and profitability.

WeSupply is revolutionizing return management with data-driven strategies that enhance the bottom line. By leveraging returns and logistics data, businesses can gain insightful analytics to reduce return rates, optimize inventory, and improve customer satisfaction. WeSupply’s platform offers detailed insights into return patterns and logistics performance, enabling companies to make informed decisions and implement effective strategies. This comprehensive approach to data utilization transforms return management from a cost center into a strategic asset, driving efficiency and profitability in the competitive e-commerce landscape.


In conclusion, e-commerce businesses can revolutionize return management by integrating customer insights and data-driven strategies to unlock the hidden value in returns. By rethinking e-commerce returns, understanding and reducing customer dissatisfaction, and leveraging data to optimize products and services, businesses can minimize costs and maximize customer satisfaction. The future of e-commerce returns lies in embracing the opportunities for growth and improvement, ultimately leading to a more successful and profitable business.

WeSupply bridges the returns gap in e-commerce by offering a suite of strategic tools that enhance customer service and streamline the receiving process. Its platform incentivizes exchanges with instant credit, provides a branded returns portal for a cohesive experience, and simplifies the process with self-service options and QR code labels. By offering real-time returns tracking and proactive notifications, WeSupply ensures a smooth, customer-friendly return journey. Its flexible rules and seamless integration further enhance the post-purchase experience, effectively connecting customer service with the receiving end to close the returns gap.

Frequently Asked Questions

How do I return an online order?

Start the return process ASAP by printing a return shipping label, affixing it to the package, and sealing it with shipping tape. Make sure your return authorization is in the box and ensure plenty of padding or the original packaging is used to protect the item in transit. Follow the store’s return policy and take photos of any damage or defects for extra protection.

What is the potential value hidden within e-commerce returns?

Unlocking the potential value of e-commerce returns can result in a win-win situation with increased customer satisfaction and loyalty, reduced costs, and improved profitability.

How can 3D body scanning technology improve the return process?

3D body scanning technology makes returns easier by providing accurate size measurements, allowing customers to choose the right size every time and significantly reducing returns due to incorrect sizing!

What is WeSupply?

WeSupply is a platform that transforms e-commerce return management by integrating strategic tools to bridge the gap between customer service and receiving. It streamlines returns, enhances customer service, and improves efficiency.

Can WeSupply simplify the returns process for customers?

Yes, WeSupply provides self-service options and QR code labels for an easy 3-step return process. It makes returning products hassle-free for customers, saving time and improving their overall experience.

What is the Branded Returns Portal?

The Branded Returns Portal is a customizable, omnichannel experience that aligns with your brand’s look and feel. It simplifies the returns process for customers, enhancing loyalty and satisfaction.

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