Optimize your returns: Maximize customer experience, profitability, and sustainability
Omniarch Returns Assessment helps you understand, prevent, and manage returns. Based on data analysis, experience, and proven methodologies, we provide you with a strategic and tactical toolbox and the opportunity to make a real difference. For your customers, your profitability, and our environment.
Why is a Returns Assessment needed?
Returns are a natural part of the customer journey. Some can be prevented, all can be optimized.
Returns have a significant impact on customer satisfaction, profitability, and sustainability. However, knowledge of what should be optimized—and how—is often limited.
Returns affect several different parts of the organization but are rarely fully owned. A holistic view, clear accountability, and cross-functional coordination are often lacking.
Decisions regarding returns are therefore made based on fragmented information, where costs, customer behavior, and operational consequences are not linked. To prioritize correctly, a comprehensive review of several perspectives is required, for example:
- The customer’s purchasing journey
- The customer’s return experience before/during/after purchase
- The product’s return journey – processes, flows, system support, and organizational responsibility
- Return costs for handling, shipping, administration, and depreciation
- Return data per product, category, and customer
This makes it possible to:
Identify which returns can be prevented and how actual returns can be optimized. Understand the true cost of returns, beyond the return rate. Create a foundation for decisions regarding policy, technology, processes, and responsibility.
What is a Returns Assessment?
Returns Assessment is a structured analysis that provides clear recommendations on how the return flow can be improved, from three different perspectives:
- CUSTOMER: experience, satisfaction, retention
- BUSINESS: revenue, costs, profitability
- SUSTAINABILITY: carbon emissions and circularity
The analysis focuses on the entire return lifecycle:
- Purchase decision
- Decision to return
- Return registration
- Re-conversion
- Return logistics, routing, and further handling of the return at the warehouse, in-store, by customer service, etc.
- Refunds
We assess the current state, identify areas for improvement, and point out which measures will have the greatest impact.
Typical areas for improvement include:
- Prevention of returns through the shopping experience and information
- The customer’s return journey, from initiation to refund
- Internal handling, lead times, and costs
- Automation, system support, and the need for a Returns Management System
- Organization, allocation of responsibility, and governance
Through the analysis, it becomes clear where the potential for improvement is greatest and which decisions should be made to create control and long-term impact.
What do we deliver?
We deliver a strategic and tactical basis for decision-making that shows:
- Where in the return flow business value and profitability are lost.
- Which measures have the greatest impact on CX, profitability, and sustainability.
- Which parts should be owned internally and which can be structured or automated.
The delivery includes insights, prioritized actions, and clear next steps, whether it concerns changed working methods, technology choices, or organizational responsibility.
Who is it for?
Omniarch Returns Assessment is for e-commerce companies that:
- Have a significant volume of returns.
- Experience increasing return costs or insufficient profitability.
- Lack a comprehensive overview of how returns affect the business.
- Want to make decisions regarding policy, systems, or organization based on fact-based evidence.
- Are considering establishing clearer ownership of returns, for example, through a dedicated role.
Ready to get a return on your returns? We can help!
Omniarch Returns Assessment provides you with a strategic and tactical toolbox to minimize and manage returns, thereby improving customer experience, profitability, and sustainability.
The upside for companies that make returns a strategic priority is significant. Are you ready to step up?
Book a meeting and we will tell you more!
Kristofer Fanger
Returns Insights & Services Lead
E-mail: kristofer.fanger@omniarch.se
Tel: +46 703 109 105