E-commerce · Campaigns

Post-Return Recovery Offer

Re-engage a customer who just returned an item.

Apps this needs

OMS / Fulfillment Order management and warehouse system for fulfillment, dispatch, carrier tracking & returns status. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup
Inbound Email Let the agent read and answer email enquiries. Connect during setup

How it works

  1. Checks the return reason (didn't fit, changed mind, quality issue) once processed, via the returns system.
  2. For non-quality returns, offers a relevant alternative with a small incentive.
  3. For quality-related returns, prioritizes service recovery over a sales pitch — an incentive only after confirming satisfaction with the resolution.
  4. Tracks recovery-to-repurchase rate by return reason in the CRM.

Data sources

Returns system reason codes Product catalog CRM

What it targets

  • Non-quality returns offered a relevant alternative Target 70%
  • Recovery-to-repurchase rate Target 18%