How Overstock slashed the number of customer calls about product returns

[mandy]

With a new returns management feature in its online customer service section, Overstock.com has reduced by more than half the number of customers who contact its customer service agents to ask about processing a return...

“Before we changed to this system, every customer either e-mailed or called us to initiate a return,” Martin says. “But now more than half are initiating and processing the return themselves.”

full article: http://www.internetretailer.com/dailyNews.asp?id=16693

[amy]

Our buyers on 3 of our sites can initiate the process themselves by filling out our RMA form but we haven't gotten around to automating the whole return process yet. 

[regic]

I don't ship.  I don't do returns.  :twistedevil: