Your guide to management of returns

This is how a Norwegian webshop
turned return management into a
competitive advantage
Friluftsmagasinet.no increases customer satisfaction by offering customers
the return options they demand, while at the same time simplifying
the internal handling of returns for employees.
By digitalising their return management, one of Norway’s largest webshops,
Friluftsmagasinet, are able to provide their customers with the most attractive
options for returns.
Kilde: Universe of Delivery
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“Our customers have the possiblities of returning their online purchase in one
of our physical stores or print their e-mail or pdf generated return label, and
send the parcel back to us free of charge. We use cloud-based software, that
enables us to minimize the inconveinence of returning parcels for our customers
as well as streamlining return management internally, ” Jonas Larsen,
E-commerce Manager at Friluftsmagasinet says.
Jonas Larsen
E-commerce Manager
Friluftsmanasinet
Digitalising return management was a natural part of improving the over-all
customer experience at Friluftsmagasinet, which also included competitive prices
and the right mix of delivery options. The digitalisation of return management
has thereby strengthened the Norwegian online shop’s competitiveness,
and it has shown to be a great internal tool at the same time.
“Now when we receive returns at the warehouse, we register the returns with a
few clicks and use the invoice number to identify the order. This way the stock
is updated right away and the employees use a minimum of working time. Also
our customer service has experienced a lot fewer calls regarding how to track
and return their parcel,” Jonas Larsen concludes.