Special Focus: Ops & Fulfillment

Ellis advises issuing call tags as long as you don’t make customers jump through hoops to put the returns together. They come in handy, particularly if the cataloger is at fault or the product is damaged when it arrives, she says. For high-ticket items, call tags make the most sense. But the process should be flexible enough to take less than cost-efficient scenarios into account. Where refunds are necessary, payments should be credited as quickly as possible.