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How eCommerce businesses should deal with post holiday returns - Livesalesman - Blog

How eCommerce businesses should deal with post holiday returns

From the Black Friday sale to January holidays, it marks the busiest season for eCommerce companies. A report in 2017 states that almost two-thirds of consumers return at least one item back to the retailer. Data analysis in 2019 showed that retail sales grew by 3.4% in the USA making it the biggest year for e-commerce sales. The analysis also provided an interesting aspect of eCommerce sales, almost eight out of ten people are likely to return an item. In 2019, eCommerce sales amount to more than 3.5 trillion dollars which are expected to double by 2020. A huge portion of these sales happening right after the holidays.

For eCommerce platforms, handling these returns is a daunting nightmare. In 2018, Amazon reported its best year of sales on holidays. But by the end of January 2019, the National Retail Federation estimated that almost 13 percent of these sales were made redundant with product returns.

With billions being lost due to inept return handling, it is high time that eCommerce platforms understand how to handle returns in order to avoid losses and maintain their customer base. Much like that, customer support representatives must understand how to deal with customers who are asking for a product to be shipped back and the money returned to their accounts. Here are a few examples of how eCommerce platforms and employees can better handle post-holiday returns:

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Be Honest About It

Let us say you are looking for a pair of shoes online and come across a beautiful pair. You place an order for the product and when it arrives, you see the color isn’t the same as it looked in the photo and moreover it has a defect in its sole. Seeing no other option, you decide to return it only to find that the return policy isn’t available on discounted products. Left enraged, you decide to complain about it to senior management of the company. Your request falls on deaf ears. The last option is to move for consumer forums and go to the company’s social media handle to write about your experience. Things wouldn’t have come to this point if you had gone into the finer print of that company’s return policy. That is one bad experience among countless others. For anyone who has shopped online, people understand how to read the return policy in detail before making a purchase. It didn’t just happen overnight; this phenomenon came about with millions of bad experiences. A recent survey showed that almost 65% of buyers are first likely to read about the return policies of a company. If you want to grow as an eCommerce retailer, you will have to be transparent with your refund policy. If not, your customer support executives would be overburdened with handling refund requests and frustrated customers all the time.

Have Easy-to-Understand Return Policies

If you have laid out every detail of the return policies, it is a great first step you have taken. It doesn’t just end with this step. Take a deep look and try to see if the return policies are perfectly clear. Will a customer be able to perfectly understand it? Don’t use jargon and difficult-to-understand terms. Make the writing intelligible to the common people; if they are not able to understand it clearly, they will likely be suspicious of it. There are a few things to keep in mind while writing and displaying your return policies.

  • Check how easily can the customer view the refund policies section on your website. Make it accessible every time a user checks a product and at the time, he/she moves to buy
  • Every eCommerce retailer has a frequently asked question (FAQs) section. A user is likely to visit that section first if he/she has any queries for this section’s aim is to be all-encompassing of issue resolutions. Keep in mind to update this section frequently and with questions that target user queries; it will help unburden your customer support team’s tasks and free up their time to be more productive
  • One of the most irritating things you experience when you return a product is the packaging policy of the product. Sometimes, the company’s representative would refuse taking the product back for the packaging doesn’t meet the standards. Some would have to take on the extra pain, get the product repackaged, go to a parcel service, and post it to the mentioned address using your own money. If the customer is unable to return the package with ease, chances are he/she will not buy from you the next time. If you lose on one point, your competitors win on another

Pacing Up The Refund Process

The refund process has been completely revolutionized since the advent of e-commerce platforms. Gone are the days when people would have to wait a month for their refund to be generated. People can now receive payments as quickly as within 3-5 days. The Internet has truly brought the world together on a single platform. Many companies based in one country and catering to customers worldwide would be using a Paypal-like service which guarantees the money will be reflected in the bank account after three days. But, that is not what the problem is when it comes to bog down refund processes. A customer service representative would receive a refund request which would be forwarded to the person in charge of looking after it; after that, the request will be sent to the accounts team to release the refund. The process which has to be followed is unnecessarily elongated. If you wish to have a loyal customer base, the refund process must be quickened and smoothed out. It has also been proven in recent studies that almost half the people will make an additional purchase from an eCommerce retailer while requesting a refund for another product.

Change Your Refund Policy

Every customer expects a smooth return of products and a refund of money from an eCommerce retailer. But, handling returns and refunds can be quite a messy affair. One must receive the returned product, check it for any damage, repackage it, place it with a tag, and then release a request to another team for a refund. Inefficient handling costs the eCommerce industry billions of dollars every year. There is another way to make the refunds easier for the company and Amazon has proved that over time. An eCommerce company can have its own virtual currency, which can directly credit to a customer’s account in case a refund is applied. Another way would be to assure discounts to the customer in their next order if they take the virtual currency in place of getting the money wired back. Ecommerce platforms also offer cashback in their own virtual currency to make the users be loyal to the retailer. Look at Amazon and see how many of its customers have they been able to convince to use their own virtual currency. If a retailer can do that, they will minimize the refund costs, make the refunds easier, and assure themselves of a loyal customer base.

Keeping An Eye On The Return Route

Almost every eCommerce platform now offers its customers a bird-eye view of their package route. Any customer can check-in and see where their product has reached. They can check if it has been packaged, shipped, or an executive is out to deliver the product. While that holds true for ordering and receiving the product, the story is quite the opposite when we talk about product returns. Less than 10% of eCommerce retailers employ the same technology when it comes to returning the product. Every customer has a worry- about the package being lost. If an eCommerce retailer ties up with a parcel service and gets their return labels packed with their products. It will make the whole process easier for everybody. The customer would be able to keep track of their package and the company would have a happier customer base. What’s more? Partnering up with one parcel service would help the company cut down on its return costs of shipping.

Give Out Support On All Fronts

We understand that holiday seasons are one of the busiest for eCommerce platforms and honestly, for their customer support representatives as well. After this season, a lot of these representatives might understandably go away on a holiday as well. At that moment, FAQs alone cannot help customers with returning a product. You need to provide support through phone, email, and chat. Every technological tool at hand must be employed to help the customers and deal with their requests.

Be Vigilant About Fraudulent Returns

According to a report by APPRISS, almost 9 percent of post-holiday returns are fraudulent ones meant to dupe the company into receiving a duplicate or damaged good and returning the original amount. In a recent incident, a person was charged with duping the company of thousands of dollars; he ordered an iPhone from the company and send back duplicate phones claiming they were faulty. He sold those phones in the black market and received the amount for refunds. It is not possible for customer support representatives to maintain that level of vigilance at the ground level to be able to catch someone trying to make fraudulent returns. Still, they can be trained to be on the lookout and help the company make responsible decisions.



Publish Date: March 4, 2020 5:00 AM

2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

Advesus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)


Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

Content Guru

Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.


Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Page: 1234

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