Retail sale of clothing and footwear is currently one of the fastest growing areas of e-commerce. With returns rates several times higher than in any other area of e-commerce, however, the industry faces a considerable challenge.
Returns in online clothing stores are frequently size-and-fit related. Many customers tend to order several clothes sizes in one order with the intention to only keep the one that fits, and return the rest. This requires companies selling clothing online to handle high volumes of returns.
Efficient handling of returns and proper classification of returned products allows stores to quickly resell the items which are free of defects. Articles which bear traces of use or damage are sent back to the client. The same applies to products returned past the return period.
A properly designed application may provide invaluable support to returns department workers. To meet this need, we developed a specialized returns management suite in close cooperation with Best Secret team.
Returns Processing is an application which supports packages handling in the returns department. To make the application really simple and accessible, and ensure comfortable returns processing even for the less experienced users, we gave it an intuitive touch interface.
Returns Processing supports typical returns procedures, where the decision is obvious and can be taken by the warehouse employee.
Special cases are managed in Returns Handling application. Here, more experienced staff can decide how to proceed in cases of dispute. The application simplifies the decision-making process, and provides users with proper cues for classifying returns. This greatly simplifies and speeds up the decision making in returns management.
After the go live, it was soon found out that it is worth to introduce additional criteria for accepting or rejecting returns, depending on the type of goods. For example a visual inspection of the soles of the returned footwear may be required.
This facilitated the development of the third application: Administration Tool. It allows to define additional check-lists for particular groups of articles.
The applications are used by several dozen of people. The system allows them to process several thousand returns each day.
The biggest challenge was to make the application accessible to warehouse workers of different nationalities, allowing them to learn it in minutes and start using it independently of the language they speak. With multiple language support the application became an instant success among diverse groups of employees.
BestSecret returns management application was developed using C#, WPF, WCF, and EntityFramework (EF)