Making Returns Easy in eCommerce

Jun 24, 2022 | Blog

One of the easiest ways for fulfillment centers to run into trouble is through an inefficient returns process. Your outgoing fulfillment can be as optimal as any brand on the market, but without a way to communicate and complete returns, warehouses can quickly become overwhelmed and disorganized.

While a product return might mean the customer is dissatisfied with what they received, returns offer a key opportunity for brands to showcase their quality customer service and encourage them to return in the future. 

Conversely, an overly complicated returns process leaves buyers feeling unappreciated, frustrated and unwilling to visit the online store again. By creating an easy-to-use returns management process, you can ensure your customers walk away feeling positive and satisfied with their buying experience 

Communication & Returns Management

Making returns management easy usually comes down to communication. Whether it’s explaining the process to the customer or keeping your staff informed of new protocols, clear and concise communication helps avoid many of the mistakes that come from reverse logistics. 

Internal Communication & Returns 

Establishing an effective approach to internal communication is central to a healthy, functioning returns management process. Rather than sending a one-off email to warehouse staff, or alerting only the shift manager about an incoming return, modern eCommerce brands need a centralized software program that can track returns and keep everyone on the same page when it comes to how they should be handled. 

A software partner like Returnly, for example, provides brands with easy-to-read feedback about the status of return, when it’s expected back at the warehouse, and why the customer decided to send it back. With this data readily available, your staff can better understand how to process returns while getting a thorough look at why the return was made in the first place. 

Customer Communication & Returns 

The main focus of returns should always center on making the customer’s life easier. The best way to do this is by being upfront and clear about how they can send an item back if they’re not satisfied. 

Whether they expect a repair, refund or store credit, customers need updates and information on the status of their return and how long it will take to be resolved. With a reverse logistics program integrated into your Warehouse Management Software, you can achieve all of this without putting additional strain on your staff.

With a software partner like Loop Returns, customers can easily start the process through an easy-to-use portal, which also displays order return eligibility as well as viable product exchange options. By following the clear instructions on Loop’s portal, returns or exchanges can be easily requested with the click of a button. 

Returns Automation 

Customers want a fast, easy returns process that can be handled in a matter of minutes, if not seconds. With expectations so high, it’s important to make sure your buyers feel seen and heard when sending an item back. 

If you’re already struggling to make your returns management efficient, automation might be the solution. Solution providers like Loop Returns build returns portal for your brand, meaning customers can start the process without the help of a staff member. 

These portals also automatically enforce your returns policy. If a product has been washed or worn, for example, Loop can approve, reject, or flag it for manual review based on your customizations. While this process helps shrink the returns timeline, it doesn’t mean giving up control over the process. You’ll still be able to set parameters for returns based on whatever factors you choose, while connecting the other digital tools your team uses in the warehouse. 

Automated returns come down to simplification. By optimizing the process with a software provider, you can minimize frustrating customer touchpoints and keep your staff aware of incoming returns. 

Exchanges

In order to make returns management an easier process, you’ll need to simplify exchanges. In the past, customers would be required to seek out exchangeable products themselves, email the company asking for the exchange, and wait a long time for the request to be processed and approved. 

Today, customers expect their exchanges on a much shorter timeline. Automation allows brands to predetermine which products are eligible for exchanges and push those items to the customer’s interface. Rather than having your customer service team deal with the back and forth of exchange requests, automation tools present customers with options right away, allowing them to complete the request in a matter of seconds. 

By encouraging customers to make an exchange through an intuitive portal, your brand gets to retain revenue from the original purchase instead of issuing a refund. 

Conclusion

What was once seen as a frustrating and unfortunate point in the customer experience, returns are one of the few opportunities eCommerce brands have to directly interact with customers.

By prioritizing coordination in the warehouse, communicating with customers and implementing an automated returns system, buyers can walk away from your online store with a positive feeling that will keep them coming back for more. 

If you’re looking for a warehouse software solution that can take your brand’s returns management to the next level, contact the experts at ShipHero today.

Click HERE to Schedule a Meeting Today

Aaron Rubin, Founder & CEO

ShipHero

About the author:  Aaron Rubin the Founder & CEO of ShipHero. He is responsible for planning and executing the overall vision and strategy of the organization. Rubin’s greatest strengths are leadership, change management, strategic planning and a passion for progression. He is known for having his finger on the pulse of ShipHero’s major initiatives, his entrepreneurial spirit, and keen business acumen. His leadership of ShipHero is grounded in providing excellent customer service that drives improved business operations. His passion for ShipHero comes from the culture and his ability to have an impact on the lives of employees, customers, partners, and investors.

Follow Aaron on Twitter & LinkedIn.

eCommerce Security: Protecting Your Brand & Customer Information

Jul 8, 2022 | Blog

In recent years, retailers have expanded their online presence to capitalize on the rising trend of online shopping. Unfortunately, this surge of inexperienced retailers rushing into eCommerce has created new opportunities for scammers looking to take advantage. 

With all the challenges that come with running an eCommerce store, the last thing you need is a breach in your data security. Not only does this affect your bottom line, but a relatively minor cyberattack could permanently damage your brand’s reputation, turning customers away no matter how satisfied they’ve been with your services in the past. 

As an often overlooked aspect of online retail, eCommerce data security should be a top priority for any brand taking its first steps into the digital realm. 

Common Risks to eCommerce Security

According to a study by Juniper Research, eCommerce losses due to online fraud will exceed $206 billion over the next few years. With all that value on the line, brands simply can’t afford to ignore the real threat posed by scammers online. 

Let’s take a look at some of the most common forms of fraud that online brands typically run into. 

Phishing 

Even though it’s one of the most well-known types of online fraud, phishing continues to cause problems for any business conducting business online. In a phishing scam, fraudsters pretend to be a real business, organization or individual and send email requesting sensitive information. Usually, these emails direct to a copy of a familiar website, where users unknowingly enter their passwords and usernames to the scammer’s system. 

Phishing scams not only pose a threat to your organization internally, but can target your customers as well. By intercepting an end user’s information, someone can log into your online store under another customer’s name and use their information to place orders that will eventually need to be refunded. 

By making sure your staff and customers are both aware of this threat, costly phishing scams are relatively easy to avoid. By ensuring your staff understands the risks and warning signs, you can ensure greater eCommerce security with just a bit of extra vigilance. 

Denial of Service (DOS) Attacks

One of the more serious and potentially harmful types of eCommerce security risks is known as denial of service attacks, or DOS attacks. As a potential result of something like phishing, DOS attacks involve a complete shutdown of your online store, either for your staff or your customers. 

By flooding your servers with orders with the aim of crashing the site, or by cutting off online accessibility altogether, DOS attacks effectively shut down your store for a period of time. As retail trends continue to shift operations to the online world, DOS attacks pose a serious, but preventable, risk to eCommerce. 

Spam

As one of the most common web-based nuisances, spam is well known as an annoying and ever-present aspect of working online. What is overlooked, however, is the serious threat spam accounts pose to a healthy and functioning website. 

In addition to emails, spam can take the form of comments, excessive contact form entries or even completed orders. In addition to hurting your online reputation, succumbing to a spam scam can slow down your page speed, potentially frustrating legitimate customers looking to buy your products. 

Infected links in spam messages are typically thought of as a risk when clicking through emails, but as technology evolves, so does the form spam takes. Social media messages are now a common avenue for spam accounts. By latching on and taking over someone’s account, spam messages can continue to spread to other users in the network, collecting each user’s data along the way. 

How to Ensure a Secure eCommerce Store 

There are plenty of eCommerce security threats floating around online, but by taking a few simple steps, you can rest assured your online store is safe and your customers data is protected.

Privacy

The most crucial principle when it comes to sharing data online is privacy. It might sound obvious, but preventing unauthorized third-parties from accessing this information is essential when running a healthy and secure online store. 

Firewalls, antivirus software and other privacy strategies like encryption are key to building an online store that customers trust and feel safe interacting with. Without privacy protections in place, word can quickly spread that your site is insecure, turning customers away before they even visit your digital marketplace. 

Authentication 

As a pillar of digital data security, authentication is a must-have for anyone conducting business online. Authentication is a layer of security that ensures all parties involved in a transaction are really who they say they are. 

By implementing tools like two-factor authentication, which requires customers to login twice or enter a secure PIN, websites can weed out potential fake accounts or bad actors posing as someone else. 

Your online store will also need to authenticate before a purchase is completed, so customers can be confident their private information is going to the right place and will be protected. 

Integrity 

Authentication confirms a transaction is actually occurring between two parties online, but it won’t protect the data once it is shared. In order to make sure the data remains unaltered, online brands use integrity protocols to ensure the information can’t be changed. 

Data integrity protects the validity of that data throughout its entire lifecycle, not just during the transaction. Not only does this keep scammers from accessing valuable information, but it also makes managing the data much easier. The ability to search, trace and track data is essential in modern eCommerce, and prioritizing integrity certifies that that information is accurate and unchanged. 

Conclusion 

eCommerce data threats can sound scary and difficult to understand, but by taking steps to establish privacy, authentication and integrity in how you manage data, you can greatly reduce the risk of scammers and keep your information safely locked away. 

Establishing these safety protocols can get complicated, which is why so many retailers turn to third-party service providers who can expertly implement data protection infrastructure. It’s also important to prioritize data security when partnering with software vendors. 

Warehouse management software providers like ShipHero, for example, helps guarantee store and customer information is protected and accessible while tracking shipments throughout the delivery process. 

Talk to our software experts today and learn more about how our warehouse software is built for eCommerce brands to stay safe and optimized for the modern supply chain. 

Aaron Rubin, Founder & CEO

ShipHero 

About the author:  Aaron Rubin is the Founder & CEO of ShipHero. He is responsible for planning and executing the overall vision and strategy of the organization. Rubin’s greatest strengths are leadership, change management, strategic planning and a passion for progression. He is known for having his finger on the pulse of ShipHero’s major initiatives, his entrepreneurial spirit, and keen business acumen. His leadership of ShipHero is grounded in providing excellent customer service that drives improved business operations. His passion for ShipHero comes from the culture and his ability to have an impact on the lives of employees, customers, partners, and investors.

Follow Aaron on Twitter & LinkedIn.

Must-Have Features for eCommerce Warehouse Software

Jul 15, 2022 | Blog

Online shopping might be more popular than ever, but that hasn’t made the delivery process easier. When handling your own fulfillment, running an eCommerce store can get complicated fast. Between keeping up with customer expectations, maintaining an organized warehouse and dealing with a variety of carriers, managing your own shipments requires reliable warehouse management software. 

Unfortunately, it’s not as easy as a simple download. The perfect warehouse management software for one brand can fall short for another, so it’s important to seek out providers with the capabilities that your brand needs to succeed. Let’s take a look at some of the must-have warehouse software features for eCommerce warehouse software. 

Warehouse Management Software & Data Security

Nothing hurts an online brand’s reputation quite like a breach of customer data. With so many digital stores popping up every day, hackers and scammers are constantly finding new ways to take advantage of lackluster security systems and online vulnerabilities.

For someone without advanced knowledge of data security, building a solution on your own can be daunting. That’s why so many brands seek out warehouse management systems with built-in security protocols, such as cloud-based servers. 

With your order information stored on your WMS’s cloud, you keep that information separated from your actual production. This keeps would-be hackers at bay if a breach into your systems should occur. Warehouse employees can access the system remotely with the assurance that the security architecture is professionally designed and able to keep customer information safe and secure. 

If your internal systems crash or can’t be accessed, all that data is backed up on your WMS’s cloud, saving valuable time and information that would otherwise be lost. This infrastructure especially comes in handy when it comes to order tracking. 

Order Tracking

One of the major warehouse software features brands look for in a warehouse management system is order tracking and reports. Being able to watch an order progress through the entire fulfillment process not only keeps your staff up to date, but it also gives your customers an added level of visibility that they’ll appreciate. 

The ability to track a shipment and view reports in modern eCommerce has become an expectation for every eCommerce brand. Even with express shipping options, it’s important for buyers to know when exactly they can expect packages to arrive. 

In addition to outgoing shipments, a quality tracking system also provides real-time inventory updates, so you’re never unexpectedly out of stock. Customers also get the benefit of knowing when stock is low, potentially encouraging them to place the order before the inventory can run out. 

Editing Orders

Another benefit of tracking orders for customers is that they can easily edit or pause a shipment when necessary. If they decide they need an item sooner than expected, the express shipping option can still be selected once the initial transaction has been made. If buyer’s remorse sets in, they can also cancel the shipment and get a refund without hassle. 

Modern warehouse management systems allow for a more flexible shipping process. This means customers and warehouse staff alike can change aspects of an order right up until the last minute. If a carrier rate changes, for example, a WMS can automatically switch to a carrier offering a more competitive price. 

The ability to edit orders directly in your WMS makes other aspects of fulfillment much easier, such as returns management. 

Returns Management 

Without a sophisticated returns management strategy in place, it doesn’t take much for a warehouse to become disorganized. A complicated returns process can leave customers feeling frustrated and underappreciated, while returning items take up valuable inventory space and drive up costs. 

One of the most important aspects of returns is keeping customers informed on their status. When an item is returned, the customer is already a little dissatisfied. Returns give you a chance to directly connect with that customer, and work to make sure they’re happy enough to return for more purchases in the future. 

This is where warehouse management software comes in handy. With a reverse logistics integration in your WMS, you can automatically inform customers on their return’s progress. Whether they expect store credit, an exchange, or a full refund, they’ll be instantly aware of when the issue will be resolved. 

Seeking out a WMS with built-in returns management also takes the pressure off your warehouse staff. Items that are sent back can be anticipated ahead of time, giving you a better idea of inventory and storage space availability. This information can also be pushed to your online store, letting buyers know of any extra inventory that’s sitting in the warehouse. 

Conclusion

With so many warehouse management software options available, it’s important to do the legwork and find a solution that best fits your needs. Data security, order tracking, editing and returns are essential for modern eCommerce brands, but finding an accountable and consistent provider can be a challenge. 

ShipHero’s WMS boasts a top-rated customer support record, ensuring that you’ll never be left in the dark when it comes to getting your questions answered. If you’re looking for a warehouse software solution that can take your brand’s returns management to the next level, contact the experts at ShipHero today.

Aaron Rubin, Founder & CEO

ShipHero

About the author:  Aaron Rubin the Founder & CEO of ShipHero. He is responsible for planning and executing the overall vision and strategy of the organization. Rubin’s greatest strengths are leadership, change management, strategic planning and a passion for progression. He is known for having his finger on the pulse of ShipHero’s major initiatives, his entrepreneurial spirit, and keen business acumen. His leadership of ShipHero is grounded in providing excellent customer service that drives improved business operations. His passion for ShipHero comes from the culture and his ability to have an impact on the lives of employees, customers, partners, and investors.

Follow Aaron on Twitter & LinkedIn.

Protecting Customers From eCommerce Fraud

Jul 25, 2022 | Blog

When any industry experiences rapid growth, it tends to draw the attention of scammers and con artists looking to make a quick buck. Unfortunately, the recent surge in online shopping has shown that eCommerce is no exception. 

At the onset of COVID-19, retailers and buyers alike were turning to digital marketplaces for the first time, creating a large pool of inexperienced internet users exchanging information and payments without knowing how to spot eCommerce fraud warning signs. 

According to Statista.com, losses from online fraud climbed to $20 billion in 2021 alone, signaling a strong need for brands to make a stronger effort when protecting their customers from eCommerce scams. 

What is eCommerce fraud? 

eCommerce fraud is a criminal activity that involves stealing money or information from an online transaction. Also known as payment fraud, these scams typically target online retailers using misrepresentation, falsified orders or stealing customer information. 

Whatever form eCommerce fraud takes, it always has a significant and negative impact on the retailer’s bottom line. In addition to directly impacting profit margins, a breach of customer data can permanently damage a brand’s reputation, with customers regarding them as an unsafe option and turning to competitors for their shopping needs. 

Examples of eCommerce Fraud

eCommerce fraud takes many forms, and in order to properly protect yourself and your customers, it’s important to have an idea of what scams could be out there. 

eCommerce Credit Card Fraud

As an emerging trend in online scams, card cracking is becoming a major threat for online brands and their customers. Card cracking involves stealing a customer’s debit card information under false pretenses, usually over social media.

These scammers typically message social media users with the promise of easy money or direct deposits that they’re owed from a financial institution. Assuming these messages are legitimate, users gladly send over their debit card info expecting to make a quick buck. Instead, their information is either sold to other fraudsters, or used to buy items on the victim’s dime. 

Card cracking can be tough to spot, but there are a few warning signs. If a new customer account starts making large volume purchases, or sends those orders to a number of addresses not tied to the card itself, it’s possible there’s a scammer on the other side of the transaction. Stolen card information is also commonly used in conjunction with other online scams, such as account acquisitions. 

Account Acquisitions & Takeovers 

Once a customer’s information is stolen, it can be used to either create a new account under a falsified name, or infiltrate an existing account to make purchases. This form of eCommerce fraud is known as account takeovers, and are often the result of substandard cyber security practices. 

Hackers get access to these accounts by setting up phishing scams, which trick users into logging on to a copycat website and handing over their credentials in the process. Once this layer of security is breached, accounts can be accessed and customer information can be stolen. 

As security protocols like two factor authentication become more commonplace, the tactics used to take over customer accounts have become more sophisticated. Rather than attempting a break-in for one account at a time, today’s hackers will use an army of online bots to attempt millions of these attacks each day. 

How to Prevent eCommerce Fraud

With so many bad actors looking for ways to make money off of you and your customers, protecting customers from eCommerce fraud requires a little bit more than just a strong password. Let’s take a look at some of the steps you can take within your own site’s infrastructure to make sure hackers are stopped in their tracks. 

PCI Compliance

PCI Compliance refers to the Payment Card Industry Data Security Standard, which sets a threshold of security protocols that online merchants should meet to safely process and store customer information. Meeting this set of standards helps ensure transactions can be made without the risk of scammers infiltrating the system.

Setting up protocols for PCI compliance can be complex, but most warehouse management software providers come with these protections included. If you’re new to the world of online data security, working with a reliable software provider might be the best way to protect your customer information. 

Internal Security Audits

Even when using software providers to help protect your brand’s data, it’s important to keep online security top of mind. Regular housekeeping strategies like security audits can help identify weak points before hackers get a chance to take advantage. 

Taking steps to frequently update software, change passwords and conduct sitewide malware scans can avoid future headaches and help keep your site’s reputation intact. Without these audits, hacked accounts can go undetected, allowing scammers to cause more issues over an extended period of time. 

Understand the Warning Signs of Ecommerce Fraud

Even with reliable software partners and periodic security audits, hackers won’t stop trying to make a quick buck from an online store. eCommece fraud can take many forms, but there are a few warning signs that a scam could be underway. 

Inconsistencies in data, for example, can sometimes point to fraudulent activity on your page. Accounts with addresses that don’t match their city, or mismatched names and emails can be a strong indicator that an account acquisition has taken place, or a user is misrepresenting themselves for a nefarious reason. 

Other red flags might pop up when an account starts behaving unusually, or shipping items to multiple different locations. If an account that tends to buy one or two items at a time suddenly ships an expensive, large volume order, it’s a good idea to verify its legitimacy before the fulfillment process starts. 

Conclusion

Although card cracking and account takeovers have become a regular occurrence in online shopping, that doesn’t mean your eCommerce store has to fall victim. By understanding the warning signs and taking preventative measures, you can protect your brand and your customers from eCommerce fraud. 

If you’re looking for a warehouse management software provider that prioritizes data security, contact the experts at ShipHero today.

Aaron Rubin, Founder & CEO

ShipHero

About the author:  Aaron Rubin the Founder & CEO of ShipHero. He is responsible for planning and executing the overall vision and strategy of the organization. Rubin’s greatest strengths are leadership, change management, strategic planning and a passion for progression. He is known for having his finger on the pulse of ShipHero’s major initiatives, his entrepreneurial spirit, and keen business acumen. His leadership of ShipHero is grounded in providing excellent customer service that drives improved business operations. His passion for ShipHero comes from the culture and his ability to have an impact on the lives of employees, customers, partners, and investors.

Follow Aaron on Twitter & LinkedIn.

Enhanced Cycle Count Feature Coming to ShipHero WMS

Jul 25, 2022 | Blog

As brands continue to grapple with an unpredictable supply chain, there’s a renewed focus on optimizing the fulfillment steps that can actually be controlled. While carrier delays and raw materials suppliers might only be manageable up to a point, providing accurate and up-to-date inventory information in your warehouse is one way to ensure your fulfillment operations are running smoothly. 

When inventory estimates are off, it can cause a cascade of issues. In addition to delaying fulfillment and frustrating customers, you could wind up paying excessive carrying costs on unnecessary products crowding up your warehouse. 

When running a warehouse, reliable inventory management is central to efficient shipping.  That’s why so many eCommerce brands are taking a fresh look at how their inventory is tracked and prioritizing cost-effective strategies like cycle counting. 

What is cycle counting? 

Cycle counting is when warehouse staff periodically count a portion of the overall inventory, eventually counting everything in stock over a set period of time (i.e. month, quarter, biannually, etc.). 

Rather than conducting a full audit every once in a while, cycle counting is done every day, usually as part of a staffer’s day-to-day responsibilities. Typically, brands prioritize what to count most often, based on price, location or SKU.

Advantages of Cycle Counting

One reason why cycle counting is so effective is the low-impact it has on regular warehousing operations. With only a small portion of your stock being counted on a given day, the rest of the fulfillment center can function as usual. Rather than using a physical count, which involves counting everything in the warehouse all at once, cycle counts take up far less staff bandwidth and won’t disrupt anyone else’s work.

Another advantage of cycle counting is how it can highlight unseen issues in your fulfillment process. With inventory counts happening continuously, you’ll be able to identify issues like supply shortages and overstocking before they worsen and impact the customer experience. 

ShipHero & Cycle Counting

ShipHero’s enhanced cycle counting feature puts control and flexibility back in the hands of brands. Now, you can maintain visibility over your inventory management on your own schedule and at your own pace, which is essential for fulfillment success in the modern supply chain. 

Rolling out later this summer, this updated, user-friendly feature brings all the advantages of cycle counting to your warehouse. With this upgraded functionality, you can schedule custom counts as you need them, prioritize counts based on SKU or location, and automatically alert staff when recounts are required. You can also assign specific warehouse staff to counting duties all on a streamlined dashboard. The easy-to-use dashboard will also offer advanced reporting options, allowing you to truly measure the impact of cycle counting and inventory discrepancies on your operations.

To find out more about how ShipHero Software and cycle counting can take your inventory management to the next level, schedule a call with one of our software experts today. 

Aaron Rubin, Founder & CEO

ShipHero

About the author:  Aaron Rubin is the Founder & CEO of ShipHero. He is responsible for planning and executing the overall vision and strategy of the organization. Rubin’s greatest strengths are leadership, change management, strategic planning and a passion for progression. He is known for having his finger on the pulse of ShipHero’s major initiatives, his entrepreneurial spirit, and keen business acumen. His leadership of ShipHero is grounded in providing excellent customer service that drives improved business operations. His passion for ShipHero comes from the culture and his ability to have an impact on the lives of employees, customers, partners, and investors.

Follow Aaron on Twitter & LinkedIn.