In e-commerce, the journey of an order doesn’t end at delivery. The moment a customer decides to return a product, a complex and often underappreciated process begins. It’s a scenario filled with challenges, not just for the customers, but significantly for the customer service agents and the businesses they represent. This article sheds light on the silent struggle many e-commerce businesses face, especially when handling refunds for complex order returns, and present Hantera’s approach to computed discounts.

The Struggle: The Manual Calculations

Promotions like “3 for 2”, product bundles, and seasonal offers are the bread and butter of e-commerce. They boost sales and get customers excited. But handling the calculations for complex order returns like these can be a nightmare — turning what should be a financial boost into an expensive and headache-inducing hassle.

Picture this: a customer buys 3 t-shirts in a “3 for 2” deal, but then decides one t-shirt just isn’t their color. Goodbye, original deal! Now, a customer service agent has to manually adjust the prices of the remaining items in the order.

Or imagine a tech-savvy shopper securing a bundle deal on electronics, only to return one item from the set. Cue manual calculations to make sure the refund is spot on.

Then there are the seasonal bundles, which seem like a great idea until items get returned after the promotion ends. Customer support agents are left reassessing product prices, turning their workday into a math class.

And let’s not forget the “Buy 2, Get the Cheapest at 50% Off” deals. When items from these orders are returned, meticulous calculations are needed. A single miscalculation can lead to company losses or frustrated customers.

These scenarios show just how challenging it is for customer service agents to manage calculations for complex order returns. They highlight the need for a solution that can handle the intricate details of these types of order returns with ease and precision.

The Solution: Hantera’s Automated Calculations

The Automated Calculations feature is powered by Hantera’s smart Business Rule Engine. It simplifies the refund process for complex order returns by automating the calculations for promotions, bundles, and discounts.

The solution ensures that every refund is processed accurately and efficiently, freeing customer service agents from the manual burden of calculations, and enhances customer satisfaction and loyalty.

Start Optimizing Your Refunds Management

The complexity of e-commerce refunds management require an innovative solution that addresses the manual calculations challenge faced daily by the customer service agents.

We invite you to Sign Up for a Demo or send us an email at [email protected]. Let’s have a chat about the next steps you can take towards what truly matters — delivering exceptional customer service.


Cover photo by charlesdeluvio on Unsplash.