Ops & Fulfillment: The latest techniques in multichannel upselling, warehouse advancements and returns processing

By Liz Kislik

Incorporating a personal touch throughout the returns process — such as sending e-mails confirming receipt of the returned item and alerting customers when the replacement product has been shipped — is a great way to make customers feel like they’re more than just another file number. “These are valuable customers,” Ellis says, “and if things are satisfactorily resolved, they have higher lifetime values than customers that just place orders and have no issues.”