A hassle-free returns process is a top priority for online shoppers today. It's a fact. Studies show that 83% of consumers think the post-purchase experience could be improved, but only 18% of retail leaders believe that.
How come so many e-commerce businesses still struggle to get it right? Because managing returns can be complicated and time-consuming, especially without the right digital tools.
Fortunately, that’s where e-commerce returns management software comes in. We've done the research for you and compared the best options for 2024, so you don't have to.
Table of contents
- Why do you need a returns management solution;
- How to choose the right returns management software;
- Best returns management platforms in 2024 for e-commerce;
- Finding the best returns management software for your needs.
Why do you need a returns management software?
Without an efficient returns management process, customer returns can quickly become a nightmare for your e-commerce business. Did you know that, on average, returns can cost retailers 27% of the original order value? Plus, only 30% of returned items ever get resold.
Curious about the latest trends in e-commerce returns? Download Online Returns White Paper 2024
One of the biggest issues is that many customers shop with the intention of returning some or all of their items. This forces businesses to expand warehouse space and hire more staff, leading to increased costs and lower profits.
As an enterprise retailer, you may have a larger budget for your returns process but you face an equally higher return rate. While a relaxed return policy can make or break sales in today's competitive market, it puts pressure on the operational efficiency of returns management, which eventually grows unsustainable in terms of reverse logistics, finances, and environmental responsibility.
Here's the good news though. Investing in the right returns management system can turn this challenge into an opportunity. The right tool can make your e-commerce business more profitable and set your brand apart in a crowded market without sacrificing resources and profitability.
The right returns management software can help your business:
- Increase operational efficiency. Returns process automation reduces mistakes, optimizes resource allocation, and lowers costs.
- Drive revenue growth. Features like exchanges and gift cards are great for retaining sales, promoting upsell and cross-sell, and ensuring repeat purchases from customers who would instead be lost.
- Optimize associated costs. Smart supply chain solutions for returns inventory management and reverse logistics, such as circular returns and re-commerce, make operations much cheaper and more environmentally sustainable.
- Increase customer satisfaction. With a seamless, one-click returns and exchange experience, retailers boost customer loyalty without sacrificing profit.
- Generate valuable insights. Understanding the what, who, and why of returns and exchanges helps address common issues at the design, production, and marketing stages to prevent future post-purchase problems.
An efficient returns process is key to your online store’s success. It keeps operations smooth, maximizes the value of returned products, and helps you stay ahead in the competitive world of e-commerce.
How to choose the right returns management platform
Choosing the right e-commerce returns management solution can be overwhelming. To make the process easier for you, we’ve put together a checklist that highlights the key aspects to consider when choosing a returns software.
Integrations
Can the returns management solution integrate with your existing setup? Can it be integrated with your e-commerce platform and inventory system?
Analytics and reporting
How solid are the reporting features? They should make it easy for you to spot trends, improve your products, and make smart decisions about your returns strategy.
Customization
Is the software tailored to your specific needs? How smooth will the post-purchase experience be?
Scalability
Can the software grow with your business? Can it handle increased return volumes?
Pricing
What's the value for money? Are there different pricing options available? Have you checked both upfront costs and ongoing fees?
Support
Can you count on support during implementation and onboarding? Is there a dedicated customer success manager to speak to in case of any questions?
User-friendly interface
Is the interface intuitive and straightforward? Would the onboarding process require a lot of time and effort?
Automation capabilities
Can the software automate repetitive tasks? How much time can it save you?
Best returns management software in 2024 for e-commerce
When searching for the right e-commerce returns management software, you might want to check what returns management tools are out there and narrow down your options. Based on the checklist above, we have found the best returns management software for you.
Ingrid Returns
Ingrid Returns is one of the leading returns management solutions for e-commerce. It stands out due to its consumer-first approach, comprehensive end-to-end solution, sustainability focus, and solid automation features. It forms part of the Ingrid Delivery Platform, which connects merchants, carriers, and consumers to create a better shopping experience for everyone.
Key features
- A seamless, one-click consumer experience portal;
- Streamlined automation for enterprise retailers;
- Supports returns, exchanges, and claims;
- AI-driven personalization;
- Real-time data analytics dashboard and custom report export;
- Trusted by European retailers like Paul Smith, Netthandelsgruppen, Djerf Avenue, Holzweiler, Stutterheim, Tom Wood, and more.
Pros
- The end-to-end-solution for customer experience and operational efficiency;
- Personalized, user-friendly journey built with customers in mind;
- Multiple carrier integrations and flexible shipping options;
- Sustainability focus thanks to return prevention and re-commerce suite;
- Popular e-commerce platform and warehouse management system (WMS) integrations.
Cons
- The extensive range of features may be more than some businesses initially need;
- Some advanced features can be a bit complicated to configure.
"When returning a fashion item, customers don't want to order the product all over again — unless they can easily exchange it in a couple of clicks."
— Sebastian Schardl, COO at Hubso
Explore how Hubso converts 30% of returns to direct exchanges with Ingrid
Intrigued? Book a demo to see Ingrid Returns in action
Nshift Returns
Key features
- Branded return and exchange options in a self-service portal;
- Streamlined inventory management;
- Data analytics dashboard.
Pros
- User-friendly interface;
- Warehouse solution for scanning return labels and viewing return information;
- Supports multiple markets, languages, and currencies.
Cons
- Some users have reported that customer support can be slow to respond and not always helpful in resolving issues quickly, leading to a negative impact on customer satisfaction;
- The software can be complex to set up and use, requiring a lot of time and effort to understand all functionalities.
"nShift has significantly improved our post-purchase experience which has reduced calls to our customer service team, improved our brand perception and boosted our bottom line."
Haroun Saleemi, head of e-commerce, QUIZ Clothing
Narvar
Key features
- Personalized return and exchange consumer experience;
- Automated return merchandise authorization (RMA) status updates;
- Trusted by global brands like Gap, Sephora and Dyson.
Pros
- Detailed reporting for comprehensive insights;
- Inventory management software for higher efficiency;
- Designed to support brands with complex processes;
- Enables high-level customization of the customer portal.
Cons
- The platform's advanced features may result in higher costs, making it less affordable for some businesses;
- Smaller e-commerce operations might find the system too complex to manage efficiently;
- An additional fee is required for onboarding.
“Customers trust our brand more when they don’t need to go to carrier sites to track their orders or returns… Narvar makes our business look more legitimate.”
Jacob Folsom, Customer Experience Lead at Seager
AfterShip
Key features
- Optimized customer return experience;
- Supports the addition of extra modules;
- Comprehensive features for tracking returns.
Pros
- Comprehensive tracking and visibility both for businesses and for customers;
- Allows easy data report exports through a customizable analytics dashboard;
- Includes a return label service directly in the package;
- Trusted by customers like Samsung and Gymshark.
Cons
- Advanced features can be difficult to set up;
- Does not support exchanges with Magento or WooCommerce;
- Requires extra effort to fully integrate with inventory management systems.
“Aftership Returns has enabled us to significantly reduce resolution times, enhance the overall process, and thereby, drastically improve customer satisfaction.”
Rui Kojima, Senior Director of eCommerce Aetrex
Happy Returns
Key features
- One-click exchanges;
- Integrates with different management solutions;
- Detailed merchant dashboard gives in-depth insights into returns.
Pros
- Flexible return options, including mail-in, in store, and drop-off choices;
- Strong language localization capabilities;
- Easy label generation.
Cons
- Managing reselling challenges for items returned in bulk can be difficult;
- Accessing the Return Bar feature requires an additional fee;
- No protection against frauds.
“Using Happy Returns has huge repercussions on our marketing. We keep customers happy, increase sales and ensure retention. And our service team can be more proactive with other issues.”
— Felipe Araujo, Chief Digital Officer, Cariuma
Loop Returns
Key features
- Returns portal that integrates with existing systems;
- Build-in notification system;
- Detailed data analytics insights.
Pros
- Flexible returns, including in-house item grading and home pickup options;
- Approves exchanges immediately, with exchange credit instantly applied to the customer's account;
- Easy to integrate with e-commerce platforms.
Cons
- The portal is only available in English;
- Limited platform availability, only on Shopify and Shopify Plus;
- Consolidating data across systems can be expensive and time-consuming.
“More than ever, profitability needs to be a core focus for brands — and Loop Returns helps make returns profitable."
Mike Wu, Director of Customer Experience
Yayloh
Key features
- Provides a fully-digital, branded returns portal that is customizable to match brand guidelines
- Offers advanced analytics with comprehensive returns data dashboards
Pros
- User-friendly returns portal;
- Customizable email and SMS notifications;
- Automates return processes like label generation and refunds;
- Integrates with major e-commerce and customer experience platforms.
Cons
- Limited analytics dashboard with only 20 KPIs, which may not offer enough insights for a detailed performance analysis;
- The returns portal has limited customization options;
- Only available in Europe at the moment.
"yayloh allows us to handle all returns extremely quickly and smoothly by automating all manual tasks."
Wendy Alexandre, Head of CX, Ysé
Optoro
Key features
- Customer returns portal;
- RMA request evaluation;
- Automation workflows.
Pros
- Integrates smoothly with various sales channels and marketplaces;
- Automated returns portal that lets customers independently initiate returns and exchanges;
- Notification system.
Cons
- Initial setup and integration can be complex as it requires significant resources and time;
- The software can be overwhelming and complex to manage;
- According to customer feedback, there are occasional delays in customer support responsiveness.
"Optoro’s software has helped us to significantly improve our returns process operationally, as well as our customer experience."
— Brandon Friez, VP of Supply chain Transformation, AEO
ReturnGO
Key features
- Self-service return portal;
- Return alternatives, such as exchanges and store credit.
Pros
- Personalized, effective platform and user-friendly features;
- Return policies suit various business requirements
- Fast and responsive customer support
Cons
- Does not support cross-border returns;
- Lacks integration with some third-party applications, which can be a drawback for businesses with complex tech stacks;
- Setting up return policies is time-consuming and complex.
“ReturnGO makes it easy to automate returns and exchanges, connecting all the dots and providing valuable data and reporting. It’s hard to imagine managing returns without this level of automation and visibility.”
— Vasco Fernandes, Head of Ops & CX at Hey Harper
Finding the best returns management software for your needs
When it comes down to it, choosing the right e-commerce returns management software fundamentally depends on your business's unique needs, requirements, and budget. The software you choose today will shape your customer journey and impact your bottom line for years to come.
This isn't just a quick fix. It's a long-term solution. Keep the previously mentioned tips in mind when you pick your returns management tool. If you’re looking for an all-in-one service, Ingrid is a great choice with its end-to-end solution.
For strong automation and personalized return management software, both Ingrid and ReturnGo are excellent picks. For those operating in North America, Happy Returns, with its many local drop-off locations, might be worth considering.
Before making a final decision, you can take advantage of free demo calls to experience the returns management in action.
Book a demo to see how Ingrid Returns can help you with a hassle-free returns process.
Too early? Start by exploring our eight actionable strategies for optimizing your returns operations — download a FREE Online Returns White Paper 2024.
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