The Future of Returns With Eric Wimer From Sway

Returns have come a long way since the early days of ecommerce, but they still have a long way to go. Eric Wimer, co-founder and CEO at Sway, envisions a future where returns are easy, fast, and cost-effective for both businesses and consumers. In this episode of Unboxing Logistics, he and Lori discuss what it will take to make that vision a reality.

A short history of returns

When ecommerce was just starting, Eric explains, “most sellers didn't accept returns.” Later, as ecommerce became more popular, sellers began accepting returns—but the process was cumbersome and slow. It involved filling out a form, then waiting weeks or months for the return to be processed.

According to Eric, Amazon helped pave the way for a smoother returns system. “Historically your only option would have been, I have to mail this thing. … I've got to package everything up, box it, label it, and go drop it off. … Well, Amazon really led the way [by] starting to offer multiple options for how you would send these items back.”

Three ways to handle returns

Today, consumers have three options for returning products (depending on what the merchant supports):

• Shipping. Eric calls this the “traditional option.” The consumer prints a shipping label, packages the product themselves, and ships the package back to the seller.
• Drop-off. This option involves dropping a product off at a local retail location like Staples, Whole Foods, or a carrier store. Because it only requires a QR code scan, this option allows for boxless and labelless returns.
• Home pickup. Eric explains that with home pickup, “you can drop an item outside your door or choose to hand it to a driver directly, and that item gets picked up from your home. The driver scans the item in, and there's the ability for that refund to get released upon pickup.”

Tips for a great returns policy and process

A great returns policy starts with simplicity, clarity, and visibility. Eric notes that many customers appreciate “getting an email once the brand receives the item in their warehouse and is actually processing it and then getting another notification once the refund has been released.” 

He also points out that fast returns benefit ecommerce merchants more than you might think. “The faster that you get someone their refund, the quicker they get back into the ecosystem to shop. So there's a business case for this.”

Links

• Connect with Eric on LinkedIn: https://www.linkedin.com/in/wimes/ 
• Visit Sway’s website: https://www.shipsway.com/