Merchandise Return Service

Merchandise Return Service

Reinaldo Padilla

Field Sales Representative

March 11, 2015

Why a Consumer Returns a Product

2

4 Reasons for Returns

1. Returned Merchandise- The product did not

meet the consumer’s expectations (i.e. wrong size or color, not satisfied with quality, wrong product shipped, etc.) or they may have simply changed their minds about the purchase. These reasons are based on consumer desires.

2. Repairs- The product was broken or damaged

3. Recalls- The Merchant demands for the consumer

to return the product due to a manufacturing defect

4. Recovery- The product is usually an old electronic

device that is returned to either recover/recycle its useful parts

* Source: Colography Returns Market Survey and Accenture analysis-Assumes $185.5B total value of returned goods (NRF “2009 Consumer Returns in the Retail Industry”); average transaction value of $250 (~3x the average online transaction value of ~$75-80, as given by ComScore) and 40% of Returns occur by mail (Colography Returns Survey)

*More than 90% of products are returned because of reason 1 or 2

Why Consumer’s Desires Matter to the Merchant

The Consumer’s Return Experience Dramatically Affects Consumer Retention

3

Impact of a negative returns experience

Impact of a positive returns experience

Source: Comscore

85%

loss 95%_Retention

85% of consumers WILL NOT do business with the merchant again if the

return process is not convenient

95% of consumers WILL do business with the merchant again if the

Customer’s Needs

4

Customers expect a Returns process that is…

•

Convenient

•

Simple

•

Free or Low Cost

•

Transparent

•

Fast

Business Needs

5

• Visibility

–Inventory control

–Ability to forecast staffing –Reduce call center costs

• Detailed Reporting

–Manage and forecast budgets

–Identify anomalies in returns trends

• Speedy Return Process

–Reduces customer call volume –Improves customer satisfaction

• Trust and Security

–Enhances merchant image –Protection of merchandise –Identify fraud early

The USPS Solution

USPS Returns products address

business and customer needs.

6

• Lowest cost provider for small packages

• Convenient customer drop off

• Package Tracking

• Free Package Pickup at residence

• Pricing Flexibility

• No Fee to create and distribute labels to

USPS Returns Portfolio

Merchandise Return Service

Scan Based Payment Return Service

•10,000 pieces/year/location

Full Network Parcel Return Service

•50,000 pieces/year/location •Ground only

Parcel Return Service

Merchandise Return Service (MRS)

•

No minimum volume required

•

Commercial pricing

•

MRS permit fee and annual accounting fee

•

Addressed to Postage Due Unit

– Each piece weighed & rated to collect postage

•

Intelligent Mail package barcode for visibility

New cloud label format Jan 27, 2013 “Tracking” is free

Merchandise Return Service

Priority Mail

First-Class

Package Services

Media Mail

Library Mail

Return Receipt for Merchandise Special Handling

Mailing Acknowledgement Pickup on Demand Service

MRS Label Option – Click-N-Ship for Business

1. Permit holder creates the Electronic MRS label

using ClickNShip for Business (Label Type)

• includes in box

• saves label image as pdf and emails to consumer

https://www.usps.com/business/click-n-ship-for-business.htm

MRS Label Options – Self-Service Label Tool

2.

Permit holder posts a link from their website to USPS

customized label tool. Customer prints their own label.

Test url:

https://returns.usps.com/CreateLabel.aspx?MRSID=841&DisplayType=Customer&S hippingInfoIncluded=No

MRS Label Option – Call Center Label Tool

3.

Customer calls the company’s Call Center

- They use the USPS customized Call Center label tool and mail/email

the label to consumer

Test url:

https://returns.usps.com/CreateLabel.aspx?MRSID=841&DisplayType=CallCenter &ShippingInfoIncluded=No

MRS Label Option - API

4.

Application Program Interface

(API) on their website to ‘call’ the

USPS Returns Web Service so

consumer can create labels

- Consumer stays on company’s website

How Does PRS Full Network Work?

Customer Drops Off Return with USPS

Customer has two options …

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1. Request for Pickup at Home

• Daily presence at 150 million

addresses

• Free Package Pickup, including

Saturday

2. Drop-off at any Post Office

• Over 33,000 retail outlets

Visibility

Packages are scanned

an average of 7-10 times

Technical Assistance & Resources

Merchandise Return Service permit PS Form 3615

CAPS account - http://caps.usps.gov Applications are on the CAPS site

Mailer ID (Customer Gateway) Operations Integration Specialist

Electronic label setup Operations Integration Specialist

MRS processing questions blue.usps.gov/mrs

Shipping tools for

any size business

17

USPS Web Tools

_{APIs can}

help you deliver seamless,

simple customer service, while

saving you time and money.

PRICE CALCULATOR

Calculate postage rates quickly and easily online for domestic and international shipping.

TRACKING & DELIVERY INFORMATION

Get estimated delivery information and track packages until they arrive with Tracking & Delivery information APIs.

ADDRESS INFORMATION

Never get another address or Zip CodeTM_{wrong again with our}

address standardization city and state lookup APIs.

PRINT SHIPPING LABELS

Print a complete shipping label with a tracking

barcode to track packages seamlessly with one of our PC Postage® partners

PACKAGE PICKUP

Stop going to the Post OfficeTM_{to drop of your packages. With the}

Package Pickup API, you can submit a pickup request and we’ll pick up your package for free.

SERVICE STANDARDS & COMMITMENTS

Get estimates on delivery and receive guaranteed Commitments with certain service.

Thank you