BigCommerce streamlines online returns process

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BigCommerce streamlines online returns process

By Dan Berthiaume - 05/22/2020

A leading e-commerce platform is collaborating with a third-party omnichannel returns platform to enhance retailers’ reverse logistics capabilities.

BigCommerce is integrating the Online Return & Exchange Service (ORES) from Happy Returns with its platform. This will enable retailers using the BigCommerce platform to offer a fully-branded, customizable online flow that promotes exchanges and allows shoppers to initiate returns online. 

The new service also features Happy Returns’ “one-click exchanges,” which dynamically promote exchanges to shoppers based on the item returned, return reason, and real-time availability of similar items. Other functionality includes the dynamic display of return methods, analytics and reporting across all major return channels, and access to Happy Returns’ newly upgraded customer service console for use by retailer customer experience teams. 

In addition to ORES, BigCommerce retailers now have access to Happy Returns’ nationwide network of 700 “Return Bars” – physical locations for in-person dropoff – as well as Happy Returns’ shipping rates for returns by mail.

“People often treat the returns process as an afterthought, but it’s an equally important part of the customer’s overall experience with a brand, which is why we’re so excited to partner with Happy Returns,” said Russell Klein, chief commercial officer for BigCommerce. “Our integration gives retailers on BigCommerce a proven way to reduce returns costs, increase shopper lifetime value, and make reverse logistics eco friendly."

“We’re very excited to partner with BigCommerce and bring Happy Returns’ end-to-end return solutions to this fast-growing e-commerce platform,” said Happy Returns CEO and co-founder, David Sobie. “We look forward to helping retailers improve operational efficiencies and remove friction from a key point of the shopping journey.”

BigCommerce has been making efforts during 2020 to enhance all areas of the e-commerce logistics process. In January, the company rolled out BigCommerce Shipping, a new end-to-end shipping solution designed to simplify shipping and fulfillment.