SEKO Omni-Channel Logistics is offering a new returns service – OmniReturns – which promises improved cost and visibility for e-tailers and retailers and aims to encourage repeat orders from satisfied shoppers.
SEKO says it is reinventing and simplifying the product returns process for retailers, e-tailers and consumers globally by combining best-in-class logistics and carrier processes with award-winning in-house technology. The end result it says, is designed to reduce costs, provide end-to-end shipment visibility, and the best possible customer experience.
Currently, at least 30 per cent of all products ordered online are returned, compared to just 8.9 per cent of goods bought in bricks and mortar stores. Such is the influence of the returns process in consumers’ buying decisions, 67 per cent of shoppers say they check the returns page before completing their purchase, and 92 per cent of customers will buy something again if returns are quick and easy, and preferably offer free shipping.
With its growing portfolio of cross-border e-tail and retail customers globally, SEKO’s OmniReturns service gives sellers:
• Visibility from label creation to stock re-entering at the e-tailer/retailer warehouse
• In-country returns carriers and processing hubs in major e-Commerce hubs around the world to get sellers closer to customers at lower cost
• Complete global customs compliance and repatriation services
• Multiple consumer engagement methods from portal access to API (Application Programming Interface) access to carrier labels, enabling sellers to control the returns journey in line with their supply chain strategy
• The ability to automate customer refunds or store credits at the key milestones of first carrier scan anywhere in the world, processed within the SEKO hub, or on the management dashboard
“OmniReturns combines all the knowledge and best practice we’ve learned in the last five years as we’ve designed the most innovative fulfilment and logistics solutions for e-tailers and retailers across our global network,” says Justin Irvine, chief product officer at SEKO Omni-Channel Logistics.
“Out of this has evolved what we believe is a market leading, cloud-based platform which enables customers to see the complete life cycle of a return. We didn’t simply want to sell on someone else’s flawed returns offering or processes, we wanted to create substantial value through aggressive first-mile procurement and controlling operations with SEKO staff at each hub point with complete transparency,” according to Irvine.
“For consumers, it’s a frictionless solution designed to encourage brand loyalty with the companies they’re buying from and to get them spending money with the e-tailer/retailer again as quickly as possible. Our ability to tailor each country to the local customer expectations, mixing up pre-printed labels versus portal interaction, right through to store credit on first carrier scan versus stock physically back in a DC. It really does offer a complete returns solution to the largest e-commerce markets.
“Our new OmniRPS BI tools are now giving different e-tailer/retailer business units actionable intelligence so that finance teams, buying teams and logistics teams alike can make better business decisions on global data which is being refreshed every two hours,” he says.
SEKO says its global returns operating platform – OmniRPS – delivers complete transparency of all returns across every aspect of the supply chain, as well as the ability to operate in e-tailer/retailer, 3PL warehouses or in SEKO hubs around the world to process returns, plus integration for data and automated refunding via a native Shopify or Magento API.
OmniReturns’ network currently covers over 30 countries in the UK, Europe and Scandinavia as well as the US, Canada, Hong Kong, Singapore, Australia and New Zealand. In the US alone, SEKO Omni- Channel Logistics is giving consumers a choice of 105,000 locations where they can drop-off their return.
Paul Waddy, head of Operations at Showpo, one of the launch customers for SEKO’s new OmniReturns service, comments: “Showpo has worked with SEKO to create an industry-leading returns solution for our customers. Customers from all over the world can return parcels with ease, and with full visibility through our returns portal, which works hand-in-hand with SEKO Omni-Channel Logistics’ RPS technology.
“Our four global returns hubs are now synced with our Sydney warehouse and OmniRPS gives us a complete picture of returns, globally and domestically. This makes it a seamless, integrated returns experience anywhere in the world for Showpo customers.”