Sunday, October 22, 2023

Companies with Great Data-driven Return Processes

In my last blog post, I talked about the bad disjointed sales experience at Verizon. In this post, as a counterbalance, I’m giving Verizon props on how they use tracking data to create a great trade-in experience for its customers.

Using UPS tracking data, they keep their customers informed every step of the way.

First, you get a prepaid UPS shipping label from Verizon. They also email your phone's estimated trade-in value and how long you have to send in the old cell phone.

Then this is where they leverage UPS tracking status data to make it a positive customer experience.

Because they already issued the unique UPS tracking number associated with each trade-in, they know if it has been scanned with an item at a UPS drop-off location.

After a week or so, Verizon knows if you still haven’t shipped your phone and emails you a friendly reminder. ✅

Reminder Email

Then once you drop off your phone at UPS, Verizon emails you when the UPS driver has picked up your phone and it’s on the move. That’s reassuring! ✅

Email confirming phone received by UPS

Then a few days later once it reaches Verizon, you get another email confirming receipt. ✅

Email confirming receipt by Verizon

Finally, once they’ve had a chance to inspect the condition of the phone, they send you an email confirming the trade-in value. ✅

Email with trade-in confirmation

Amazon also does something similar.

Once I drop-off a return package, at say a Whole Foods (owned by Amazon), and it is scanned by the store clerk, Amazon sends an email that they got it...usually before I leave the Whole Foods parking lot! ✅

Drop-off Confirmation Email

But they go one step further by refunding you almost immediately a few minutes after the previous email! ✅

Refund Confirmation Email

At that point, while the refund is conditional on how the item actually looks when they receive it, if they lose the product during shipping, you feel you’re not responsible.

And you’ve got more money to spend on Amazon again way sooner :)

In today's data-driven world, there is no excuse why every ecommerce company does not offer this level of service!


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