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James and James smooths the path of returning goods

E-fulfilment specialists James and James have added an important new feature to their ViewPort fulfilment software that provides end customers with the ability to return goods quickly and with trackability. Retailers automatically get instant notification of the return request through the Cloud-based real time fulfilment system.

This return merchandise authorization (RMA) automated facility gives small and medium sized e-retailers the ability to offer the same or better service than their global counterparts.

The Cloud-based solution allows customers simply to visit the ViewPort page and raise a returns request. Postage options are offered including pre-paid label printing complete with RMA number, labels only, or the customer can purchase postage credits from James and James.

At the same time as the return request is made, the retailer will be alerted, as the request appears in the fulfilment system as a real time notification. The seller can authorise the return, and will know what goods are returning, the reason, and what action the customer has requested – all without system delay.

The same real time tracking system that allows customers to see the progress of their order is also available when returning goods, eliminating the need to contact the retailer’s customer service team.

Returns are a part of life for most retailers, but since customers must contact the supplier to obtain authorization to return the product, this can cause both end customers and retailers an administrative headache in managing the process. James and James’ new ViewPort functionality reduces the time and cost of responding to returns, and allows retailers to offer a superior service, encouraging further purchases.

“Our clients find this a very welcome development, reducing the impact of one of the biggest issues with e-retail, and allowing them to provide a slick service, as good as the best in the sector”, said James Hyde, Operations Director of James and James.

The new feature is included from this month, and plans are in place to introduce a version that can be embedded into retailers’ own web sites if preferred.

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