E-commerce experts agree: If there's a fly in the online ointment, it's handling and processing returns from customers. UPS offers a remedy that simplifies back-office functions for business while making the process for consumers as simple as "log on, print, log off."

UPS Returns on the Web is a self-service returns solution designed to fulfill the needs of UPS customers who wish to automate their returns process within the context of existing business rules. Hosted by UPS, this service allows the returns process to be completed online by the consumer.

How Does It Work?

For customers it's simple. They visit the merchant's Web site, submit a return request - based on the merchant's return policies - and in less than a minute a return label is provided via their browser and/or by e-mail, complete with a list of nearby UPS drop-off locations, as well as color maps to those locations. They then print the label, affix it to their package and either bring the package to a UPS drop-off location, hand it to a UPS driver, or request a pick-up. Once shipped, shoppers can then track packages directly from the merchant's site or from UPS's site at www.ups.com.

For the merchant, it's simple and smart. The merchant's server submits a request to UPS, and UPS returns information that enables their server to generate a return label. This label can then be displayed on the merchant's Web site and/or e-mailed to their customer. The smart part is that UPS Returns on the Web is a customizable solution that helps merchants streamline internal returns processes as well keep track of returns inventory. For example, a merchant can design their return process to ship repair items to one warehouse and items for restocking to another.

Four Easy Steps to UPS Returns on the Web

• Customer requests a return label at your Web site
  
  
• UPS technology enables the merchant to electronically generate a label
  
  
• The customer prints the label directly from the merchant's Web site
  
  
• The customer returns the package to UPS for shipping to the merchant

BENEFITS OF UPS RETURNS ON THE WEB:

• Cost Savings: Since UPS Returns on the Web enables your customer to process their return online, you can reduce call center costs. And, by linking the Return Merchandise Authorization (RMA) number, order number and UPS Tracking number, companies can lower operational costs.
  
  
• Increased Customer Service: Research verifies that customers prefer the immediate satisfaction that comes with 24/7 full-service, Web-based returns. Customers can generate and print a label in minutes, utilize the UPS Drop-off Locator, and get credit or replacement for returned goods more quickly than before.
  
  
• Full-Visibility of the Returns Process: This service includes an e-mail notification informing the merchant that a product is being returned. This allows the merchant to track the package, schedule labor accordingly, and improve inventory management.
  
  
• Hosted and Secure: UPS Returns on the Web is a hosted service which minimizes maintenance. It is also secure, using SSL (Secure Sockets Layer) the leading security protocol on the Internet.
  
  
• Flexible, Easy Integration: UPS Returns on the Web is a flexible service that can be integrated into a company's Web site or customer call center. This service also uses XML technology, minimizing both the implementation time and initial investment.
  

THE BITS AND BYTES BEHIND THE BANG

The technology is an automated, browser-based, self-service solution that integrates the company's back-end databases into the online returns process. For consumers, this provides online label printing, but even more significant is that it helps online businesses - even those routing returns back to multiple suppliers - precisely manage their returns process, and analyze returns data for customer behavior and logistics trends. It literally makes the information surrounding the returns process as valuable as the product itself. Here's how:

• Inbound Package Information: Vital package information enables precise inventory management. UPS provides the who, what, when and where of returns - who's returning it, what's being returned, when it will arrive and where it's going, which is perfect for companies with multiple suppliers.
  
  
• UPS Smart Label: Package information contained on the UPS shipping label is linked with the tracking number to facilitate internal returns automation. This label has three information fields: two for reference order numbers and another for a Returns Merchandise Authorization (RMA) number.
  
  
• Customizable E-mail: This allows the merchant to send a customized message to consumers, vendors, manufacturers or a returns depot. For instance, Customer Service can e-mail a label with a specific message to customers, or they can use this feature to alert the consumer when a return has been received. The merchant can also use the feature to alert manufacturers of incoming defective products that are covered by warranty.
  
  
• Delivery triggers charges: Shipping charges occur when returned goods are actually received, which also can trigger customer credit. Some other returns solutions require pre-payment (pre-paid postage), tying up valuable cash.
  
  
• Customer Tracking: Customers also have package visibility with 24/7, real-time information on the status of their return, which improves customer service and reduces costly person-to-person call center queries.
  
  
• Multiple Destination Routing: This is critical for those companies using multiple suppliers, or web portals that aggregate numerous sellers. The feature also enables merchants to route certain products to specified stocking locations for disposal or liquidation, or warranty items to original manufacturers. This feature also reduces transportation costs because packages are returned to the right vendor location on the first shipment
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• Proactive UPS Service Locator: Users receive a URL, which when clicked, provides lists, directions and even maps to the nearest UPS drop-off location.
  
  
• Adaptability: The product is adaptable to all sets of unique business rules, allowing the merchant to retain control of its return policies. This enables the merchant's site to either accept or decline both transportation and product charges, based on the reason for the individual return, e.g., buyer's remorse.
  
  
• ASP Structure: Because UPS online returns service is hosted by a third party ASP, businesses can enjoy the benefits of complex technology without undergoing the hassle and expense of an extensive IT implementation.
  
  
• Delivery Service Flexibility: The service enables businesses to choose from guaranteed UPS Ground, Next Day Air, 2nd Day Air or 3 Day Select services.

A COMPLETELY AUTOMATED PROCESS:

• To activate the returns process, a customer requests a return on the merchant's web site. The merchant's system then processes the return request according to its business rules.
  
  
• Based on the merchant's return policy, an electronic request is sent as an XML document to UPS systems, which respond with the appropriate label
  
  
• This shipping label appears instantly on the customer's monitor along with instructions and a link to addresses and maps to UPS drop-off locations.
  
  
• The return shipping label can then be printed on the customer's PC printer on a regular 81/2 X 11 sheet of white paper. The system also allows a customer service representative to e-mail the customer a URL that provides the online shipping label. This entire process takes about four minutes.
  
  
• The merchant electronically receives information on what is being returned, when, and for what reason, allowing it to manage the shipment more efficiently. For example, if a customer returns a CD player because he "changed his mind," the system will ship it back to the merchant for re-stocking. If it is being returned because it's defective, the system knows immediately which manufacturer to put on the return label so it can be returned under warranty.
  
  
• When the merchant receives the package, transportation charges are billed and the customer's account or credit card can be credited for the returned merchandise.
  

Two methods of implementation:

•  UPS Returns Developer Kit / Shipping API
  • For shippers having their own internal IT resources for development and implementation
    
    
•  UPS Complete View® Returns (Returns on the Web)
  • For shippers who would like a hosted, pre-built solution and need configurable options to meet specific business needs implemented by UPS

UPS's Returns on the Web is one of  many return services in the company's Portfolio of Return Services that offer merchants a variety of technology-driven options based on need for flexibility, convenience, ease of use and cost.