Internet retailer Overstock.com Inc. selected Newgistics SmartLabel and Newgistics ReturnCart to manage its returns process, the returns management solutions provider said Jan. 16.
Overstock.com is an online outlet mall that lets consumers shop for bargains on brand-name merchandise.
Along with giving customers a hassle-free returns experience, Newgistics said, its solutions provide multi-carrier functionality, dynamic tracking and presorting of returned goods, which increases visibility and improves inventory management.
Newgistics SmartLabel eliminates hassles such as filling out shipping labels, prepaying postage and standing in lines at the post office to mail a return. With SmartLabel, Overstock.com shoppers simply affix a preaddressed, prepaid, bar coded SmartLabel to their package and drop it off anywhere in the U.S. Postal Service system, including their home or office. Newgistics intercepts the package, scans the SmartLabel barcode and provides Overstock with up-to-date package status and tracking information.
Newgistics ReturnCart, an online application for customers and customer service representatives, lets Overstock proactively manage the returns process online. If multiple carriers are used to ship and return products, ReturnCart streamlines the process by applying predefined return shipping rules to choose the correct return shipment option for each return label.
Through ReturnCart, customers can automatically generate and print a return label for the preselected carrier. Overstock CSRs also can use ReturnCart to generate an e-mail or send a printed postcard with a SmartLabel when customers contact the call center for returns assistance.
Melissa Campanelli covers postal news, CRM and database marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters