Finnish postal operator Itella will launch a new returns service for online purchases this autumnin cooperation with a leading e-commerce payment firm.
The cooperation between Itella and partner Suomen Maksuturva is based on the EU’s newregulations for distance sales, to be introduced in June 2014. These rules require online stores toharmonise their operating methods in regard to delivery and product returns.
The new Itella Maksuturva service is a comprehensive combination of logistics and paymenttransactions which serves online shoppers 24/7. Through the service, consumers can track thedelivery, contact the online store, notify the store that they will return products, and print outan address card for returning the products. The service makes for safe payments for purchases, andsafe refunds.
“The growth of online commerce is largely based on consumers regarding the sales channel as aconvenient way of purchasing products. According to a recent study by the European Commission,seven out of ten consumers do not know what action to take if an online purchase fails to match theorder. Our solid competence in logistics services, combined with the payment safety service, helpsconsumers take action in the online store. Clear instructions make for an even better shoppingexperience and increase confidence in the online store,” explained Aku Happo, director of Itella’seCommerce operations.
Itella’s solution is based on an intelligent payment forwarding service platform, launchedby Suomen Maksuturva in 2009, which can be extensively connected to different online storesolutions. Through the automation and harmonisation of return-related functions which require a lotof manual work, online stores will save resources and will eliminate a major bottleneck thathinders business growth.
“In Finland, consumers’ online shopping still remains below 10 per cent of total trade, butit may quickly multiply as consumer behaviour changes. Finnish online stores can only find successunder pressure from international operators when they understand that a good-looking website is notenough to achieve a competitive edge – the background processes must also be in order,” addedMikael Smeds, Managing Director of Suomen Maksuturva.
Suomen Maksuturva provides intelligent payment forwarding services for online stores. Inaddition to comprehensive payment and account services, the Tyytyväisyystakuu tool can be includedfor cost-effective implementation of product returns and complaints. The company acts as theofficial training partner of the Finnish Commerce Federation and its operations are regulated bythe Financial Supervisory Authority.
