JIT Transportation

Returns Management for Wellness Brands: Reducing Friction, Preserving Brand Loyalty

Managing returns for wellness brands is complex but vital for keeping customers loyal. Returns in the wellness sector face unique challenges due to strict regulations, sensitive product handling, and high customer expectations. In 2023, returns cost businesses $743 billion, with online wellness product returns reaching 20-30%. Here's how wellness brands can improve their returns process to minimize costs and retain customers:

Simplify returns: Use automated tools for easy return labels, tracking, and refunds.
Set clear policies: Detail timelines, conditions, and refund options to build trust.
Communicate effectively: Provide real-time updates and multiple contact options.
Leverage 3PL solutions: Outsource logistics to handle compliance, storage, and disposal.
Adopt eco-friendly practices: Offer recyclable or reusable packaging and reduce waste.
Personalize the experience: Tailor return options for subscription customers and VIPs.

A smooth returns process not only meets legal standards but also boosts customer satisfaction. By focusing on transparency, efficiency, and sustainability, wellness brands can turn returns into a loyalty-building opportunity.

ShipBob can help health & wellness ecommerce brands manage lot products, expiration dates & returns.

How to Make the Return Process Better for Health Brands

Making a return process that is easy is not only for fixing issues - it builds trust and keeps customers coming back. Health brands can make returning items a good thing by looking at three main things: easy steps, clear rules, and quick talks. When used together, these moves help calm customer upset and also fit well with big 3PL answers, letting brands get big fast.

Starting Easy Return Spots

Easy return spots make things simpler for both buyers and your crew. These do-it-yourself tools let people send items back right away, print free ship tags, and watch their return steps - no need to call for help.

Why is this big? A smooth return method sways where people choose to buy. Truly, 65% of shoppers say quick and easy money back makes them pick where to shop, and 80% of businesses are now using or will soon use easy tools.

Look at Travelpro as an example. By making tag making automatic, they cut the time to deal with a return from 20 minutes to just 90 seconds per item.

"The return process is completely customer-centric. They fill out the request, generate the label, and get a refund."
– Mark Costigliola, eCommerce Operations Manager, Travelpro

Wellness brands can push automation more by setting return rules for each product type. For example, One Project, a big online fashion store, made custom rules using buyer profiles and product types. This way, they could stop returns on custom items but still give VIP buyers a more special experience.

"The process is fully automated, from the customer request to the refund."
– Shmulik Konforty, CTO, One Project

To make your site work well, add things like easy return okays, live tracking, data look-ups, and brand-tailored changes. A good site not just makes work smooth but also keeps your style the same, making sure the flow from buy to return is smooth.

Once your site is set up, the next job is to make clear return rules.

Making Clear Return Rules

A clear return rule is key to getting trust from buyers, mostly in the health area, where worries over product safe use or work are usual. A good rule makes the limits clear and gives buyers comfort.

For instance, For Wellness goes straight with their 90-Day Money Back Guarantee on first buys. They even skip the need to send back the item, saying:

"We want you to have a great experience with For Wellness and our products, which is why we offer a 90-Day Money Back Guarantee on your first order. If you don't love the product, we'll refund your first purchase - whether it's a one-time order or the first shipment of a subscription - so you can try another one of our products."

Your rules should list key parts, such as:

Days to send back items (like 30, 60, or 90 days)
Rules to meet (like still sealed items, first buys only, broken goods)
How to get refunds or new items
Ways you can buy covered
How to call for sending things back

For example, The Wellness Shop says straight they don't take back open goods due to quality rules. Yet, they switch items hurt in shipping (if told in 24 hours) and give shop credit for sending goods back. Giving smart tips, like checking what's in it or trying small tests, can cut down returns and make trust.

Once rules are clear, talking in real time makes sure buyers know all as it happens.

Setting Up Real-Time Talks and Checks

Real-time news is key to a clear and calming return time. Buyers want to know each step, and talking first stops them from getting upset.

Think about this: 70% of people want exact news on their buys, and 84% like to be seen as their own person. A check system that gives new news - from starting the return to getting money back - matters a lot. Set messages should tell buyers when their return is there, looked at, and paid back.

Time counts, too. With 66% of people saying caring for their time is key to a good buy time, set updates at big points keep them from needing to ask for news.

Having many ways to talk, like email, SMS, and app notes, makes sure buyers get news how they like. Adding stuff like check sites, easy ways to plan returns, or place changes gives buyers more say. Being able to change is key - 83% of buyers pick shops that let them change their delivery and return choices.

Using Big 3PL Fixes for Giving Back Items

When health brands grow fast, handling returns by themselves can get too hard fast. This is where third-party logistics (3PL) helpers step in. They give the tools and know-how needed to manage a lot of returns without big cash needs first. Many 3PL teams have great offers, like fast 3-day ship cover and nearly perfect order right rates. For health brands with items that need cool storage, tight rules, and complex return terms, these fixes make things run smooth or stop big mistakes. With this base, 3PLs can make the return steps better.

Made 3PL Help for Health Firms

Health brands often need special moving help for their unique needs, like cool place keeping, FDA-ok handling of items, and exact work on medical tools. JIT Transportation, for one, gives made-to-fit moving fixes that team up with ERP tech and cover the whole nation. These offers keep in line with rules, keep storage right, let you track items fast, and make the whole returns line work better. This focus on details makes sure returned goods are dealt with right and match work standards.

Fast item tracking is key for dealing with returns of health products. JIT Transportation’s tech can track groups and lots, which are key for dealing with items going bad, calls back, or item flaws. Also, easy mix with sites like Shopify and Amazon lets return info move easy between setups, cuts manual work, and lowers mistakes.

Extra Help for Dealing with Returns

3PL helpers give more than just basic moving help. They look at returned goods, sort them as you need, pack again those that meet the looks, and fix or safely trash broken items. These teams also find out why items came back and what buyers said, giving auto notes and easy reach to return info through web doors or APIs.

For items that can't be sold again safely - like old items, dirty ones, or those with broken seals - 3PL offer secure trashing services. This is very key for health brands, as bad-handled returns could be a risk to health. Pro 3PLs make sure that sending back items is done clean and by the rules.

Meeting U.S. Rules

Following rules is key in keeping buyer trust and making sure business runs smooth. JIT Transportation, for example, sticks to a wide net of U.S. rules that cover health items, from FDA needs to DOT ship rules.

FDA rule keeping includes keeping clean, doing recall steps right, and making sure labels are right. FDA-ok storages must also meet Good Making Work ways, which call for tight clean steps, cool control, note keeping, and teaching workers.

OSHA rules aim to keep the work place safe. They need clear plans for risks and quick help in place to keep workers safe when they deal with sent-back goods. Also, EPA and DOT laws deal with waste control and moving goods. EPA rules talk about right ways to throw things out, keep the air clean, and deal with risky stuff, while DOT laws make sure the dangerous goods are sent safely.

Area to Follow
- Rules in the U.S.
  - Return Results
- FDA Rules
  - Rules on cleanup, take-back steps, what goes on products
  - Good care of returned meds and health helpers
- OSHA Rules
  - Safe work spots, danger talks, plans for bad events
  - Safe deal with returns that might be unclean
- EPA Rules
  - Trash care, clean air, bad stuff watch
  - Right throw of old or broken items
- DOT Rules
  - Safe travel, need of drivers, up care of rides
  - Safe move of returns from one place to nextAlso, laws like CCPA and PCI DSS say that customer info must be well kept during the returns time. This means that 3PL helpers must have strong plans to keep data safe when they handle returns and give money back.

With the U.S. home health market set to hit $253.4 billion by 2030, having a good and right returns way is now more key than ever. Working with a 3PL that cares about rules means you get to regular checks, full learning plans, and up-to-date ways. This lets health brands work on growing while making sure their returns way fits all legal needs. By sticking to these hard standards, brands not only keep work good but also build strong trust and love from customers.

Implementing Eco-Friendly Returns Practices

Wellness brands have a unique chance to align their returns processes with the environmental priorities many customers care about. Consider this: 87% of consumers prefer companies that reduce plastic use, yet packaging still makes up 30% of U.S. waste, with a staggering 90% of plastic never being recycled.

Adopting sustainable returns practices not only benefits the planet but also strengthens your brand's reputation. Over half of shoppers (51%) want eco-friendly returns options, and 55% say they feel more loyal to brands that provide them. One way to start is by rethinking your packaging choices to reflect these values.

Choosing Eco-Friendly Packaging Options

Eco-friendly packaging serves a dual purpose: it reduces environmental impact while enhancing customer loyalty. The materials you choose for returns packaging can directly influence both your carbon footprint and how customers perceive your brand. Here are three popular options to consider:

Recyclable materials: Mailers made from post-consumer recycled materials are compatible with most curbside recycling programs in the U.S. They’re affordable and easy to source but may not hold up as well as traditional packaging over multiple uses.
Biodegradable options: These materials naturally break down, appealing to environmentally conscious customers. However, they might require specific conditions to decompose fully, which could limit their practicality in some areas.
Reusable containers: Ideal for subscription-based wellness brands, these containers offer a long-term solution to waste. Although the upfront cost is higher, they can lead to significant savings over time by reducing the need for single-use packaging.
Packaging Type
- Recyclable Mailers
  - Pros: Affordable, widely available
  - Cons: Less durable
- Biodegradable Materials
  - Pros: Environmentally friendly
  - Cons: May need specific disposal conditions
- Reusable Containers
  - Pros: Long-lasting, reduces waste
  - Cons: Higher initial investment

Erin Erenburg, founder of Totum Women, shared her thoughts on compostable packaging:

"We love that the mailers break down naturally and can be composted by customers. What a brilliant, conscious alternative to plastic bags."

The right packaging depends on your business model. For instance, subscription wellness brands might find reusable containers more practical, while one-time purchase businesses could lean toward recyclable mailers.

Reducing Waste in Returns Processing

Packaging is just one piece of the puzzle. There are several ways to minimize waste throughout the entire returns process. For low-cost items like supplements or personal care products, consider offering returnless refunds when the cost of shipping exceeds the product's value. In 2021, Target implemented a similar approach, encouraging customers to keep or donate items that were unlikely to be resold.

Streamlining reverse logistics can also make a big difference. Using regional hubs and AI-driven routing, companies can reduce transportation emissions by up to 40%.

Providing clear product descriptions and digital documentation is another effective strategy. By including detailed sizing guides, ingredient lists, and specifications, you can help customers make better purchasing decisions and reduce the likelihood of returns. Additionally, donation programs, like Patagonia's collaboration with Worn Wear, offer a way to repair, reuse, or recycle returned items, further cutting down on waste.

There’s also a financial upside to these efforts. Eric Dales, co-founder of TAMGA Designs, emphasized this:

"It's really important for small businesses to know this isn't something that is going to take away from their profitability. In the long run, we honestly believe it's a net-positive impact on our bottom line, because customers do see it and they do value it."

For items that can’t be resold - such as opened supplements or personal care products - having proper disposal protocols is essential. This could involve working with specialized recycling facilities or creating take-back programs to ensure these materials are handled responsibly.

Building Brand Loyalty Through Personalized Returns

A smooth and personalized returns process can be a game-changer for building customer loyalty. In fact, 76% of new customers decide to shop again based on their returns experience. For wellness brands, which cater to customers with unique health goals and lifestyle needs, customized return policies can go a long way in reinforcing trust and loyalty. These tailored options also align with the earlier focus on efficient returns processing, creating a well-rounded strategy for customer satisfaction.

Creating Custom Return Options for Subscription Customers

Subscription customers often expect a more tailored approach when it comes to returns. Interestingly, only 10% of retailers currently offer VIP returns programs, which leaves a big opportunity for wellness brands to stand out.

Tiered return policies based on customer value are one way to drive loyalty. For example:

DSW offers extended free return windows for VIP customers - 90 days for Gold members and a full year for Gold Elite - while charging $8.50 for others.
ThredUp encourages store credit over refunds by offering free return shipping for credit.
Road Runner Sports allows VIP members to exchange items up to 90 days after purchase.
Levi's is piloting local courier pickup services for returns in select cities.

Wellness brands can take a similar approach by defining VIP status through factors like purchase frequency, subscription length, or low return rates. For instance, a supplement company could offer free return shipping to customers who maintain six-month subscriptions. Similarly, skincare brands might provide exclusive exchange options for customers with minimal return history. Adding incentives, such as bonus store credit for exchanges, can benefit both the customer and the brand.

Of course, technology plays a crucial role in making all of this seamless. Ninety-one percent of Fortune 50 retailers already enable returns through digital platforms. For subscription customers, these platforms can display personalized return options, track their return history, and even suggest tailored recommendations.

But personalization alone isn’t enough - clear communication is equally vital to build trust and keep customers coming back.

Maintaining Clear Communication Standards

Returns can be a sensitive process, but clear and empathetic communication can turn it into an opportunity to strengthen relationships. As Jerzy Moszczyński, Senior Sales Manager, puts it:

"Handling unhappy customers during returns requires empathy, effective communication, and a focus on finding a resolution."

Using simple, straightforward language in return policies prevents confusion. For example, instead of vague legal jargon, say: "Supplements must be unopened with safety seals intact." Immediate confirmation when a return is initiated, regular updates on its status, and clear refund timelines help keep customers informed and reassured.

When things go wrong, focusing on solutions can transform a negative experience into a positive one. Mario Navinta, Sales Manager Peru, explains:

"The relationship with the client should be about delivering a solution rather than a sale... Let's not try to sell units, let's sell solutions and experiences."

Offering flexible options - like exchanges for different products or bonus store credit - can help resolve issues while protecting the brand’s interests. Wellness brands, in particular, should recognize the personal nature of their customers’ health journeys. A customer returning skincare might be dealing with a reaction, while someone returning supplements may have encountered unexpected effects. Acknowledging these challenges with empathy and consistent service across all channels can build long-term trust and loyalty.

Key Takeaways for Wellness Brands

for Wellness

For wellness brands, managing returns effectively is more than just good practice - it's essential. A poor returns experience drives away 84% of customers, making it crucial to implement clear return policies, automated portals, and real-time tracking. These steps not only build trust but also help control costs.

One way to tackle the complexities of returns is by using scalable third-party logistics (3PL) solutions. These partners can handle regulatory compliance, provide temperature-controlled storage, and create efficient workflows tailored to the needs of wellness products. By teaming up with a logistics provider, brands can turn returns into a growth opportunity while supporting critical tasks like lot tracking and recall management.

Sustainability is another key factor in modern returns management. With 67% of shoppers factoring sustainability into their buying decisions, adopting eco-friendly practices can make a big difference. Options like recyclable packaging and returnless refunds for low-value items can cut carbon emissions by up to 30% and strengthen customer loyalty.

Lastly, a personalized approach to returns can further enhance customer retention. Offering tailored return options and maintaining transparent communication shows customers you value their satisfaction. Considering that 39% of online shoppers return an item at least once a month, turning these returns into positive experiences can build lasting loyalty while safeguarding your bottom line.

FAQs

What are some effective ways wellness brands can adopt eco-friendly returns practices to meet customer expectations?

Wellness brands have an opportunity to make their returns processes more eco-conscious by adopting strategies that cut down on waste and promote reuse. One effective approach is donating returned items that can’t be resold to charities. This not only provides support to communities in need but also keeps these items out of landfills. Another idea is creating programs that focus on repair, reuse, or recycling - think initiatives that refurbish products to give them a second life.

These efforts go beyond just helping the planet; they meet growing customer expectations for environmentally friendly practices and show a real dedication to social responsibility. By weaving eco-friendly strategies into their returns systems, wellness brands can build deeper trust with customers and strengthen their overall reputation.

How do third-party logistics (3PL) providers help wellness brands manage returns more efficiently and improve the customer experience?

Third-party logistics (3PL) providers play a crucial role in helping wellness brands streamline their returns process. They tackle essential tasks like real-time inventory tracking, which prevents overselling and keeps stock updates accurate. This means returns can be processed faster, cutting down delays and keeping customers happy.

On top of that, 3PLs provide smart warehousing solutions to handle returns more efficiently while ensuring compliance with regulations - especially important for wellness products. By taking the hassle out of returns, 3PL providers help maintain customer loyalty and make the process smoother for both businesses and their customers.

Why should wellness brands personalize the returns process, and what are some effective strategies to cater to different customer needs?

Personalizing the returns process is crucial for wellness brands because it creates a more seamless and customer-focused experience, ultimately building trust and loyalty. In industries centered on health and well-being, customers value when their individual preferences and needs are taken into account.

Wellness brands can achieve this by using strategies such as customized return portals that cater to different customer groups, flexible return policies that address various circumstances, and personalized communication to keep customers engaged and informed. These efforts not only make the process easier but also improve the overall experience, encouraging lasting connections with the brand.