In the ever-evolving landscape of e-commerce, the issue of big and bulky returns stands out as a significant challenge.
While smaller parcels can be dropped off by consumers at collection point networks such as Hubbed or Post Offices and lockers, the same cannot be said for big and bulky items. These larger items, which range from furniture to exercise equipment, pose a unique set of logistical hurdles that demand alternative solutions.
During Covid, we saw a considerable spike in the average size and weight of parcels being ordered online. Market segments such as home office equipment, sports goods, furniture, and baby products have experienced significant growth. Whilst the current economic climate has certainly slowed down that growth, online sales of these products remain significant and, like other market segments, these retailers must address the costly and troublesome issue of returns.
Consumers are ordering these larger items online for several reasons such as price and choice of products, but convenience is certainly high on the list. So, it follows if they order for convenience, they expect the same experience if, for some reason, they need to return their order.
The importance of nailing big and bulky returns
It takes a significant investment from both sides to make the delivery happen, and reversing that process is an equally significant pain.
Not only does the retailer have to refund the payment they had received, but they’re also tasked with paying for the returns process, including freight charges and repackaging.
Simultaneously, the customer is left without the product they desire, which could be highly inconvenient depending on the product.
From a business perspective, the arguably greater impact comes shortly after the refund is requested as the customer jumps online to offer a negative review of the business.
Retailers work hard to ensure the products they sell online meet their customers’ expectations and are delivered without damage and within the timeframes promised. There are also plenty retailers can do to ensure an amicable returns process.
The doorstep solution
By leveraging our unique national network, Parca can collect directly from consumers’ doors quickly and effectively, allowing retailers to issue consumer credits or send alternative products. Consumers do not have to leave their homes to return their big and bulky products.
Since Parca began last year, we have devoted significant resources to reverse logistics in big and bulky freight. If your business needs to take a load off, get in touch with Parca Logistics, and we’ll get your big and bulky returns sorted as soon as possible.
