Outsource returns management provider Newgistics Inc. has centralized access to all package status information in its Smart Label program online in a new service offering, SmartLabel Returns Center. It’s a portal that's accessible to customers and a retailer's customer service reps through a link on a participating retailer’s site, customizable to fit the retailer's requirements. The functions now available online in the portal aim to improve customer satisfaction while streamlining all center operations, according to the company.
The portal puts basic returns functions in the realm of self-service for a retailer’s customers, who can enter their data into the portal to create and print SmartLabels at home, track package status online or request return status notification e-mails, instead of calling the customer service center. Customer service reps of participating SmartLabel retailers can access the same functionality online, to track SmartLabel returns, generate and deliver SmartLabels electronically, and communicate returns status for customers.
Reps also can use the portal to generate complimentary SmartLabels in appeasement situations. That eliminates the need for costly call-tags, which require ground pickup of a returned package, according to Newgistics.
"Returning merchandise is an inherently tedious process, and we wanted to ensure that the experience is as smooth and worry-free as possible," says Mark Riedel, vice president of operations at Frederick’s of Hollywood. "The SmartLabel Returns Center offers a convenient location for our customers to replace SmartLabels and inquire about the status of their returns."
Newgistics' SmartLabel is a pre-addressed self-adhesive label that goes into the outbound shipments of participating retailers against the possibility of a return. Customers returning merchandise can affix the label to the package and drop it in the U.S. mail. Bar-coded information on the package-specific labels provides shippers and Newgistics with information that expedites package return and disposition.
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