Desk Returns Analysis
Covers data and loss control
Looks at returns data, root-cause analysis, fraud controls and programme improvement.
Returns Management Guide
A guide for Australian online retailers managing returns, refunds, exchanges, reverse logistics and returns-related customer communication.
Not yet published. What we cover, and who covers it, is set out below.
What we cover
Returns Management Guide covers how Australian online retailers handle returns from first policy through to inspection and refund. It examines self-service portals, return shipping, fraud controls, reverse logistics and the data that helps reduce avoidable returns.
Written for Australian online retail operations and customer service teams.
- 01Returns Policy
- 02Returns Portals
- 03Refund Operations
- 04Exchange Workflows
- 05Reverse Logistics
- 06Returns Data
The desks
Each desk is part of the editorial team with its own beat, not an individual. The byline names the desk, and the structured data identifies it as an organisation.
Desk Returns Operations
Tracks refunds, exchanges and logistics
Focuses on refund processing, exchange workflows, inspection and reverse logistics handling.
Desk Returns Process
Covers policy and self-service
Examines returns policy language, portal design and customer communication for online retailers.
How we work
Written for the people who decide
Process, costs and customer communication for online returns. Articles are written for people with a concrete decision in front of them, not for those trying to sell one.
Numbers name their source
Every figure says where it comes from and when it dates from. Where the industry disagrees, that is stated, rather than quietly taking a side.
Nothing tracks you here
No cookies, no analytics, no third-party scripts. If that ever changes, the privacy policy changes the same day.
Where should we start?
The order is not set yet. If there is a question you have had to answer the hard way yourself, send it to the editors. It is the most useful thing you can send a publication that has not yet begun.