The Best Return Is the One That Never Has to Happen.

But customers do have returns. And it hasn’t always been the easiest experience, for the customer or the associates serving them.

It’s time for a change. As we strive to deliver a best-in-class experience for our customers, we’re evolving the way we handle returns. Here’s a look at some of the ways that the returns process is improving.

Find Out Why Items Are Returned.

A miniblind had a return rate of more than 30%. The returns team discovered that the blinds didn’t have clear enough instructions. Resolving this issue will likely reduce the rate of returns.

That’s just one example of how the team is using data and analytics to determine why items are being returned. Then they resolve the issue if they can—or remove the item from the assortment if they can’t.

Refund Without Return.

On some items with low price points, processing the return costs more than we’d make from reselling it. So for those items, customers can get a refund without bringing the item back, saving them a trip to a store and saving associates time that would have been spent processing that item. 

And don’t worry about potential scammers: A “trust algorithm” keeps track of anyone overusing and abusing the program.

Place “Treasures” on Shelves.

All dot-com returns used to go to return centers for processing. But Walmart is working on putting those items on store shelves instead. This will save the company money on hauling and shipping and will give “treasure-hunting” customers more items on shelves available at deep discounts.

Simplify Marketplace Returns.

Items purchased on the Walmart.com Marketplace are sold by independent retailers—so processing those was always difficult. 

To make it easier, customers can now repackage Marketplace items and bring them to a store. Then, store associates print a shipping label and send the item back to the seller. Plus: customers get their refunds much faster, usually in five days instead of the 12–14 days it used to take.

What You Can Do

These programs will make returns easier. But in-store interaction is still key.

Customers coming in to return items are often anxious. Associates on the front lines of service can change perceptions.

Remember: Greet them. Help them. Thank them. Trust the system.

Always:

  • Smile and make returns customers feel welcome.
  • Apologize for anything that went wrong.
  • Focus on “yes” instead of “no.”

For more stories, advice, and inspiration, download your copy of the Winter issue of Walmart World here!

 
More Articles From Walmart World
Spark After Fire

|
Rallying Around Each Other

|
Walmart Family Ruth

|
Richmond Walmart Camaraderie

|
Walmart Radio

Our Heroes Wear Vests

|
Spring 2020

Attention, Dancers: Your Skills Can Earn You a Spot in a New Music Video! 

|
Check Out the SparkAppella Holiday Music Video!

|
Check Out the Code S.P.R.K. Holiday Music Video!

|
Walmart World Winter 2019

CCO Explains Importance of Associates in Walmart’s Future

|
eCommerce Associate Offers Customers an ‘Endless Aisle’

|
Tools for Better Service from the Intelligent Retail Lab

|
Reorganized: How This Associate Optimized Her Store to Better Serve Customers

|
This Store Manager Helps Train Service Dogs to Connect with His Community

|
Explore the Future of Retail With the New Issue of Your Associate Magazine

|
Walmart App Puts Service at Your Fingertips

|
ZP Challenge Benefits Associate and His Customers

|
Doing It All: The Benefits of Cross-training

|
Learn How Sameer Scores Victory with Vendors

|
App Helps Sam’s Associate Entice New Members

|
Influencer Connects to Customers with Walmart Wins

|
Find Out How This Associates Recruits Difference Making Talent

|
These Associates Serve Customers on Their Last Stop Before Coachella

|
Associate Uses Filmmaking Savvy to Connect on Social

|
See How You Fit in the Customer Service Cycle

|
Here’s How Walmart is Rethinking Returns

|
Be a Social Media Champ Without Tech Savvy

|
Customer Service Guide: How to Go Above and Beyond

|
Learn About Bobbi Brown’s Evolutionary Success

|
Pharmacist Has Formula For Success

|
Discover How Outside the Box Thinking Gets Products to Customers

|
See How Moments of Care Are Changing Our Pharmacies

|
Entrepreneur Dreams Big with New Bed Line

|
Just in Time for the Holidays: New Music From SparkAppella

|
Deal Drop Dance Challenge

|
Honoring All Veterans

|
Introducing Last Stop Before

|
John's First Day Back with Walmart US

|
Owning Great Workplace

|
Live Better and Benefit by Completing Your Annual Enrollment

|
one millionth associate trained

3000th OGP Grand Opening

|
Take Control of Your Pay with EXCEED by Money Network®

|
Share Your Artistic Passion and Win up to $500

|
Associate Finds Opportunity By Switching Gears in Her Career

|
This Associate Came Back From a Low Point to “Be Here Now”

|
See How Walmart Helped These Associates Become a U.S. Citizens

|
Meet Code S.P.R.K: Walmart’s Associate Rap Group

|
Here's Your Last Chance for The Associate Video Challenge

|
Walmart Truck Tech Makes History

|
See How Jetblack Exec Jenny Fleiss Delivers on Tech Innovation

|
Get These Four Hot Takes on Leading Retail from Your Divisional SVPs

|
Keep Swimming Upstream With the Retail Industry's No. 1 Associate Magazine

|
5 Tips to Elevate Any Walmart Associate Challenge on Social Media

|
Four Personal Branding Tips to Boost Your Career

|
Learn to Create In-Store Movies for Social Media From a Pro

|
Three Surefire Tips to Becoming a Better Manager

|
Manager Promotes Inclusion by Sharing Her Own Story, Encouraging Others

|
CMN Hospitals Fundraising Gets Personal: How This Associate’s Experiences Inspire Her to Give Back

|
Become a Star With the #WalmartYouTubeChallenge!

|
Drive Sales with Displays that Tell a Story

E3 Gaming Winners Find a Connection Between Their Passion and Work

|
Reduce Turnover, Boost MyShare With These Five Tips

|
Raise The Bar With These Winning Recipes From The Walmart Associate Mocktail Challenge

|
New Issue of Walmart World

|
Explore Opportunities to Re-enter the Workforce

|
Walmart Rap Battle

New Music Video for the Walmart Shuffle by Sparkapella

An Extra Special Fathers Day

|
Make the Most of Your Mentor Relationship

|
Associates’ Dedicated Service Leads to Better Care for the Community

|
Walmart World Issue Archive

|
See more

Find us on Facebook, Instagram, and Twitter, and check out past issues of Walmart World magazine for more associate stories.