Returns: How delivery management software can help

Logistics companies and online stores have realized the importance of returns. In this article, we explore an initiative between Asendia and Hubbed. 

Then, we take a look at why delivery companies need effective returns management. There is a solution to help – delivery management software. 

Asendia, a global e-commerce and parcel delivery company, has announced that its Hong Kong branch is now the exclusive sales agent for Hubbed in China. 

The company offers a range of international e-commerce and mail delivery services. It services fashion, apparel, health and beauty, marketplaces, and food and supplements. Key destinations for e-tailers include Asia, Europe, the USA, and Canada.

This partnership will give Chinese online retailers, marketplaces, and logistics providers new delivery options for customers in Australia, including pick-up points and return services.

Why does this matter? The initiative aims to improve the customer experience and help Chinese e-commerce businesses expand globally.

• Asendia Hong Kong is recognized for its expertise in international logistics and knowledge of the Chinese market.
• Trusted partner for leading Chinese e-commerce companies.
• Partnership with Hubbed, a key player in Australia’s PUDO (Pick-Up, Drop-Off) and Return solutions.

What’s the bigger picture? Offer a more customer-focused service for Chinese businesses expanding to Australia.

Empowering Chinese e-commerce with seamless global solutions

Mclarin Joshua, CEO of Asendia Hong Kong and North Asia says this collaboration allows the company to offer a seamless and integrated delivery experience that enhances customer satisfaction and supports Chinese retailers’ global expansion goals.

“Together, we are creating a powerful synergy that will enable us to deliver end-to-end services that are unmatched in the industry,” says Joshua.

He adds that Asendia Hong Kong’s role as an exclusive sales agent ensures that Hubbed’s offerings are promoted effectively to the right stakeholders in the Chinese market, further driving the growth and adoption of these solutions.

Two new services are being introduced to help Chinese e-commerce businesses:

• e-PAQ Select: A collaboration between Asendia and Hubbed, this service lets Australian customers pick up their parcels from a network of secure locations, offering a flexible alternative to home delivery.
• e-PAQ Returns: Combining Asendia’s global returns network with Hubbed’s eco-friendly system, this service makes it easy for customers in Australia to send back items while supporting sustainability efforts. Refunds for returned items will be processed using the original payment method, ensuring a seamless experience for customers.

David McLean, founder and CEO of Hubbed, emphasizes the partnership’s significance: “Asendia Hong Kong’s market knowledge, relationships, and extensive network make them the ideal partner to promote Hubbed’s solutions in China. Together, we are well-positioned to meet the needs of Chinese businesses eager to expand into Australia.”

Who is Hubbed? The online store revolutionizing logistics

HUBBED is a tech company revolutionizing logistics and e-commerce. It offers alternative last-mile delivery solutions with over 2,500 parcel pick-up and drop-off points across Australia, giving customers flexible delivery options and supporting local businesses.

Hubbed’s services also cater to the return of electronic items, including mobile phones, ensuring that customers can easily return their devices if needed.

The company is focused on sustainability by reducing carbon emissions through fewer delivery attempts and consolidated shipments. Its partnerships with major retailers, carriers, and tech providers ensure a smooth and integrated delivery service.

Trusted by global e-commerce brands like Amazon, eBay, Shein, Temu, Zara, and The Iconic, HUBBED is committed to providing efficient and eco-friendly last-mile solutions.

What is reverse logistics?

It is the process of returning goods back into the supply chain to be reused. The reverse supply chain forms an important part of the overall supply chain. It often involves the return of goods, for example, damaged items.

Customers can receive a full refund if they return their undamaged items within the specified return period.

Why is a returns policy important?  

A clear return policy is a cornerstone of any successful business. It sets the expectations for customers and provides a roadmap for handling returns, whether they are in-store or returned online. Different types of return policies cater to various shopping scenarios, including in-store returns, online returns, and exchange policies.

In-store return policies typically allow customers to bring items back to a physical location for a refund or exchange. Online return policies, on the other hand, often involve shipping the item back to the retailer. 

Both types of policies should be clearly communicated to customers, outlining the steps they need to take and any conditions that apply, such as the need for a gift receipt or the exclusion of sale items.

Having a clear return policy offers several benefits. It can reduce the number of returns by setting clear guidelines, increase customer satisfaction by providing a hassle-free process, and improve brand reputation by demonstrating a commitment to customer service.

Why delivery companies need to accept returns with effective management

In today’s competitive e-commerce landscape, returns have become an integral part of the delivery process, especially in markets like Australia, where online shopping is booming. 

Managing returns is often more complex than the initial delivery. From coordinating pickups to tracking returned goods, reverse logistics can become a costly and time-consuming process for delivery companies. 

That’s where delivery management software comes in, offering a streamlined solution for handling returns more effectively.

Key features of delivery management software for the online returns process

The online returns process has become a critical component of e-commerce logistics, and delivery management software plays a key role in making it efficient and seamless. 

With features like real-time tracking, automated notifications, and route optimization, these platforms help delivery companies streamline returns, reduce costs, and improve customer satisfaction. 

From coordinating pickups to providing customers with transparent tracking, the right software ensures that both merchants and customers experience a hassle-free process. 

In an era where online shopping continues to grow, delivery management software is essential for handling the complexities of reverse logistics effectively.

Here’s how delivery management software can help the returns process. 

Monitor return requests with real-time tracking

Real-time tracking allows companies and customers to monitor shipments every step of the way. This transparency builds trust and ensures that consumers know exactly when their returned item will be collected and processed.

Here’s a scenario: Imagine a delivery company receiving a return request from a customer who purchased a pair of shoes online. Using delivery management software, the company initiates a pick-up and sends the customer a link to track the process in real-time. 

The customer can see when the courier is scheduled to arrive, follow the return’s journey, and get notified when the shoes have been received and refunded. This level of transparency not only satisfies the customer but reduces inbound inquiries to customer service.

Route optimization provides best routes 

Returns often require pick-ups from various locations, complicating logistics. Delivery management software with route optimization minimizes fuel costs and time spent on the road. This feature is essential for managing high-volume returns while keeping operational costs low.

Picture this: A large-scale electronics company is handling multiple returns daily across metro Sydney. Without optimized routes, drivers would spend hours in traffic, wasting fuel and time. 

By implementing delivery management software with route optimization, the company can schedule efficient routes for drivers to pick up returns, maximizing the number of items collected per trip while reducing fuel costs. This not only speeds up the reverse logistics process but significantly cuts operational expenses.

Key communication: Automated notifications 

A smooth reverse logistics process depends on constant communication with customers. Delivery management software can automate notifications, alerting customers when a courier is arriving for pick-up, when their item is in transit, and when it has been processed. 

This significantly reduces customer inquiries and boosts satisfaction.

Use centralized data and reporting

Handling returns manually can lead to errors and inefficiencies. Delivery management software provides centralized data management, ensuring that all return-related data is consolidated in one place. 

This not only reduces mistakes but also allows companies to monitor return trends, costs, and performance metrics in real-time.

Multi-channel Integration to manage returns 

Many companies manage returns across multiple sales channels, whether it’s through their website, marketplace platforms like eBay or Amazon, or physical stores. 

Delivery management software can integrate all these channels, offering a unified view of return orders.

To assist with returns management, companies can use delivery management software like Locate2u. This technology can help streamline the reverse logistics process. 

ALSO READ: Reverse Logistics Challenges and Steps to Handle it

Real-world examples of returns in action 

Companies are increasingly realizing that reverse logistics and effective reverse logistics management are key to maintaining both customer satisfaction and operational efficiency. 

By optimizing these processes, businesses can not only reduce costs but also enhance the customer experience, which is essential in today’s competitive market.

A typical reverse logistics process includes the returns management phase, where customers send back items due to issues such as damage, dissatisfaction, or incorrect orders. 

Leading companies are actively refining these processes to address the growing demand for smooth, hassle-free reverse logistics process, turning what was once a logistical challenge into an opportunity for customer retention and streamlined operations.

How UPS and Happy Returns simplify box-free, label-free returns

A clear example of this is UPS’s acquisition of the reverse logistics firm Happy Returns.

This Los Angeles-based company specializes in providing a seamless, no-box, no-label return experience for both merchants and customers. 

With a network of over 10,000 box-free return locations across the US, Happy Returns has revolutionized the returns process by making it more accessible and customer-friendly.

This acquisition by UPS highlights the increasing significance of reverse logistics in today’s competitive market, as businesses focus on delivering more streamlined and convenient processes to boost customer satisfaction and optimize their operational efficiency.

This acquisition highlights the importance of an efficient reverse logistics system in managing reverse logistics and enhancing customer satisfaction.

Benefits of delivery management software for returns

Implementing delivery management software helps companies:

• Reduce operational costs through better route planning and real-time tracking.

• Improve customer satisfaction by offering transparency and clear communication through automated updates.

• Enhance efficiency by integrating all return data and processes into a centralized platform.

• Gain valuable insights into return trends, helping businesses optimize their reverse logistics strategies.

Asia-Pacific Reverse Logistics Market

Data Bridge Market Research reports the Asia-Pacific reverse logistics market is expected to experience good growth in the next five years. 

“The major factors driving the growth of the reverse logistics market are rising growth in cross-border trades, globalization, and rapid growth in the e-commerce sector,” reads the report. 

Lets recap 

• E-commerce growth requires returns management: As e-commerce expands in Australia, efficient returns management is vital for delivery companies of all sizes.

• Streamline with delivery management software: Tools like real-time tracking, route optimization, and automated notifications simplify the returns process, cutting costs and improving customer satisfaction.

• Turn returns into profit: By using delivery management software, companies can transform returns from a logistical burden into a profitable business area.

• Stay competitive: Investing in returns management technology helps companies manage returns more effectively and maintain a competitive edge in the evolving e-commerce landscape.

NOW READ: Shining the light on leading UK retailer’s returns policies: Report

Photo Credit: Canva

About the author