Warum solltest du über die Auslagerung deines Retourenprozesses nachdenken?

Die hohe Anzahl an Retouren im Onlinehandel ist ein entscheidender Kostentreiber. Laut Studie sagen 80 Prozent der Retailer, dass die Kosten „significant to severe“ sind.
Dabei ist dir natürlich bewusst, dass der Retourenprozess für deine Kunden schnell und einfach sein muss. Denn nur so kannst du Vertrauen aufgebauen und deine Kunden kaufen auch weiterhin bei dir ein.

Um für den Kunden ein angenehmes Retourenerlebnis zu schaffen, braucht es also Einiges an Aufwand. Sehen wir uns die Kostentreiber mal genauer an:

Hohe Lager- und Equipmentkosten

Um intern Retouren zu bearbeiten müssen Flächen freihalten werden, von der Warenannahme, bis zur Sichtung und der Wiederaufbereitung. Das kann auch bedeuten, dass die
Ausstattung von teils sehr spezialisierten Arbeitsplätzen erforderlich wird, dazu kommen die Ersatzteile, neue Kartonage etc.
Kosten für deine IT und die allgemeine Wartung kommen ebenso hinzu und schlagen zu Buche.

Retourenbearbeitung führt zu erhöhten Lohnkosten.

Retourenbearbeitung kann ein sehr aufwendiger manueller Prozess sein. Mitarbeiter müssen Ware entgegen nehmen, sortieren, transportieren, graden, restocken, relisten.
Der Kundenservice bindet ebenfalls einen Teil seiner Kapazitäten für die Retourenanfragen. Dieser hohe Aufwand steht in den meisten Fällen in keinem Verhältnis zum daraus resultierenden Umsatz.

Retouren führen zu hohen Versandkosten.

Retouren mögen für den Kunden gratis sein, bei den Unternehmen sieht das aber ganz anders aus. Hier treten Kosten auf, die man unter Umständen hätte vermeiden können.
Bietet man die Retouren wieder an, muss man auf exzellente Gradingqualität und Beschreibung im Angebot achten. Denn viele Leute kaufen gebraucht, erwarten aber dennoch höchste Qualität. Im schlimmsten Falle schickt der Kunde den Artikel erneut zurück.

Retouren führen zu Ressourcenverschwendung.

Viele Unternehmen sehen von der klassischen Retourenbearbeitung ab – es ist meist zu aufwändig, zu komplex – sie entsorgen einfach die Produkte.
Nicht mit uns – Entsorgung ist der denkbar schlechteste Weg, da er Kosten verursacht und nicht in ein ganzheitliches Nachhaltigkeitskonzept passt.
Eine Vielzahl von Kunden lassen solche Nachhaltigkeitskonzepte mittlerweile in ihre Kaufentscheidungen einfließen.

FAZIT:

Retouren gehören zum Alltag eines Onlinehändlers!
Der Umgang mit diesen Retouren sollte jedoch effizient und smart gestaltet sein, da er sonst zu einem Kostentreiber wird, der den Profit erheblich minimiert.
Hier kommen wir ins Spiel. Setzt dich mit uns in Verbindung – wir sprechen darüber.

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