Cut Returns by Over 50% with a User-Friendly Garment Management System

Returns are bemoaned as one of the thorns in the side of those running any kind of online store. Let’s face it, they’re a hassle for everyone involved. No supplier wants a customer to order something from them only to return it again soon afterward. Handling returns is a bad experience for the customer and processing them can be a drain on finances and resources for suppliers. However, returns are here to stay. In fact, along with free delivery, hassle-free returns are a vital component in consumers choosing and reusing an online supplier.

Before we look at how you can minimise them, let’s look at some solid facts and figures that illustrate just how big an issue returns are. According to research presented at Power Reviews, 88% of ALL products purchased online and then returned were items of clothing. As a uniform, PPE, or workwear supplier, clothing potentially represents your whole range and 57% of retailers also said that dealing with returns has a negative impact on the day-to-day running of their business*. If your staff are not already buckling under the strain of processing returns, the chances are they will recognise the importance of minimising them.

When dealing with uniforms B2B, the relationship between supplier and buyer is broadly the same. However, the key difference is that the supplier is often not dealing directly with the end-user i.e., the staff members wearing their products. Therefore, there is a ‘service gap’ with the buying company acting as a go-between. Our Smart Red Garment Management system closes that gap by sending orders (within pre-set allowances) and returns requests from staff members, direct to the supplier.

Reasons For Returns & How to Reduce Them

The Item Didn’t Fit

Sizing is the most common reason for returns. This leads to overordering of multiple sizes and returning items that don’t fit. In fact, 30% of online shoppers do this deliberately (more on this below). But it is short-sighted to conclude that people simply ordered the wrong size – particularly where different manufacturers may be involved.

Reducing sizing returns:

Provide accurate size guides and manage expectations at product level and review and updated on a regular basis. Clothing manufacturers produce sizing charts which should be added to your product descriptions. You should also give guidance on each item based on user feedback. This is highly effective but it needs to be collected and assessed on a regular basis.

Smart Red Uniform Management System makes it easy to add sizing information - and to gather and present accurate user feedback. 

When an item is returned, Smart Red asks the person to provide a reason for the return. This feeds into the reporting system for administrator analysis.

2. Inaccurate Ordering

Human error needs to be considered too. For example, someone places an order in a hurry and chooses the wrong size. This can also be minimised using Smart Red’s intuitive personalisation features. It is possible with Smart Red to store an individual’s measurements against their profile. This data can be based on the sizes provided during fitting or from their order history. 

When workers log in to Smart Red to place an order, they only see the products relevant to their role or department. Also, when they open a product page, their size can already be pre-selected for them to reduce ordering errors. 

3. Item Not as Described

This can be mitigated by removing any ambiguity around your products. Of course, when ordering online, people can’t touch or feel a product like they would in a store. So, you need to manage expectations by providing high-quality images, videos, and accurate descriptions. Never work under the assumption that people will know your product. By giving them the right detail at product level, you will provide reassurance about its quality and performance. This reduces returns for this reason.

User feedback can also feed into the expectations behind the performance of a product. If feedback on a particular item is similar across numerous users, it means that suppliers can initiate a discussion with the company to provide a more suitable alternative. E.g. you may provide different standards of waterproof jackets. However, some job roles may require a more heavy-duty waterproof than others. By quickly identifying and rectifying this, you can proactively keep your customers, and their staff, happy. 

4. Item Arrived Damaged

If this is occurring regularly, you may need to review and prioritise the packaging that you use. Damaged goods account for around 20% of returns, so this is always worth considering. It could be that any savings you have chosen to make on packaging are costing you in an increase in returns.

Once you’re confident that your packaging is not the cause of the damage, then you can look at your supply and delivery channels to see where things may be going wrong.

5. Wrong Item Sent

Errors in sending items are not always down to staff inefficiencies. For example, by checking returns reports in the Smart Red admin area you may be able to identify that your product names or codes need to be reviewed to differentiate them clearly for packing staff.

6. Repeat Returners

According to Barclaycard, 30% of online shoppers deliberately over-order. They do this habitually because they know that returns are free. They will inevitably continue in this vein when ordering workwear or uniform items for work. In addition, 19% of people order multiple sizes of the same item because they know they can return the unwanted item(s) at no cost to themselves. As a supplier, not only does this affect your floating stock levels, it does come at a cost - whether it’s passed back to your customers or not.

Repeat returners can easily be identified using Smart Red’s powerful staff reporting tools. This information can then be passed on to line managers (approvers) for observation or further action.

Get Returns Under Control Now

Following the installation of Smart Red, Calmac Ferries were able to assess and adjust their returns process using its reporting features. Once they had a full year’s data to hand, they implemented changes and harnessed the tools that Smart Red provides to affect a 53% reduction in returns in year 2. This new, streamlined process represents a massive saving in finances and resources for Calmac. Indeed, they cite it as just one of the reasons why Smart Red has paid for itself repeatedly.

The Supplier version of the Smart Red has all the tools you need to get returns under control. And, because you can supply multiple customers from one powerful platform, you have full control over assessing and setting up return policies and processes to suit them.

Get in touch with our sales team now to find out how you can invest in your very own, tailor-made version of Smart Red for suppliers. It takes less than 20 seconds to send a few details, costs nothing to talk to us and a member of our team will be in touch by return. Yes, that’s how we provide hassle-free returns for our customers.

*Source: https://www.salecycle.com/blog/featured/ecommerce-returns-2018-stats-trends/