Sendcloud and epoq join forces to optimize digital returns management

Ettlingen, July 8, 2021 – Sendcloud, Europe's leading provider of shipping software for online stores, and epoq internet services, a provider of AI-powered personalization software for e-commerce, are pooling their expertise in returns and working together to optimize digital returns management. The focus is on avoiding returns and designing an efficient returns process.

Preventing returns through personalized advice

When customers visit an online store, they usually have a rough idea of what product they want to buy. However, they often don't know which product meets their specific requirements. At this point, their needs must first be determined. This is where epoq comes in, providing every online customer with the expert advice they are used to receiving in brick-and-mortar stores. This is achieved through digital and intuitive product advisors that use artificial intelligence to identify exactly the products that match the needs and individual preferences of each customer. "Click by click, arguments and comparisons reduce uncertainty. This leads to the right purchase decision and at the same time helps to avoid returns. However, since not all returns can be prevented 100%, Sendcloud supports the returns process with an efficiency-enhancing returns portal," says Thorsten Mühling, CEO of epoq.

Returns portal for an efficient returns process

Sendcloud helps retailers optimize the entire shipping process. This includes handling returns with the help of a returns portal. If customers want to return an order, they go to the returns portal and generate a shipping label by clicking on the product to be returned and selecting the reason for the return. In just a few steps, shop customers can arrange their returns themselves, allowing online retailers to keep track of all returning orders and avoid errors with returns. Unlike enclosed return slips, this also saves resources and avoids the risk of suggesting and encouraging returns. "Through this collaboration, the two components of returns management can be optimized in the long term, which contributes to a better customer experience and also saves resources on the part of the shop operator," says Lena Dietrich, Partner Success Manager DACH at Sendcloud.