customer experience
A unified return experience across all channels
Need
simplicity, speed, free of charge
Today’s customers judge their overall shopping experience, and returns are a crucial part of that. Their expectations are clear and non-negotiable: they want a returns process that is easy to understand and execute, quick to process and refund, and, if possible, free of charge. The challenge for your business is to meet these three requirements while controlling your operating costs and protecting your margins. The key lies in technology that combines fluidity for the customer with intelligence for your management.
Solution
A unified customer journey in three key stages
We have designed our platform to offer your customers a five-star experience, while giving you powerful control and optimisation tools.
A digital and intelligent return portal
Thanks to the Reversys front API, you will be able to offer your customers an online returns declaration that reflects your brand image. The returns declaration can be completed in just a few clicks. Your customers will even be able to attach photos and comments, a valuable feature for describing a defective product and speeding up processing by your customer service department.
Your customers will also be able to choose from a range of return services (return to store, drop-off at a collection point, return via post box, collection, etc.) that are compatible with the type of parcel they have. For you, this is an opportunity to control your costs: the return options and prices displayed take into account both your commercial policy and your own transport constraints.
A true omnichannel experience
With Reversys, in-store order returns are simplified for both your customers and your teams. Reversys provides your in-store teams with a simple and intuitive interface, accessible on tablets, smartphones or PCs. Order identification is quick, merchandise checking is simplified, decisions on returning items to the sales floor are guided and customer refunds are automated, offering a seamless customer experience that is positive for your NPS.
Returns to stores are of major interest to retailers; beyond the savings in transport costs, this interaction generates footfall in stores, which is ideal for offering an exchange or a replacement product that will delight your customer.
customer service
Transparent communication and proactive follow-up.
Reversys provides end-to-end traceability of returns and communication to keep your customers informed. The platform also enables your customer service team to be proactive in order to guarantee an optimal level of service. Our platform allows you to:
Quickly identify anomalies: delayed parcels, held up at the carrier, declared lost.
Monitor key KPIs to drive overall returns performance.
Expedite a refund for a VIP customer or to resolve a dispute, always in accordance with the rules you have defined.
Information flows seamlessly between departments, enabling your teams to be responsive and provide accurate answers without having to consult multiple systems.
Benefits
Increased satisfaction and loyalty: A consistent and seamless experience across all channels that builds customer trust.
Modern, omnichannel brand image: Offer your customers the customer service they expect from a market leader and enhance your brand’s value.
Reduced customer service workload: Fewer incoming calls and emails thanks to self-service, proactive support and the availability of comprehensive feedback information.
Increased footfall and in-store sales: Every return to the shop is an opportunity to understand your customer’s needs, offer them a product that suits them and turn the return into an immediate sale.
Our solution is designed for e-merchants and connected retailers, offering all the features necessary for comprehensive and efficient management of e-commerce returns.
We are here to listen to you
Key Figures on Our Impact
Concrete progress for our customers
Users
Productivity in logistics operations
every 24 seconds A return is processed with our solution
Customer reviews
Alexandre
Managing Director, SVS
(service provider for La Redoute)
Marc
Chief Information Officer
Léopold
Product Owner
Our references
contact us
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