Orderback Webinar

Webinar Transcript

Jeff Lin
Good afternoon everyone. Thank you for taking the time to join us today. My name is Jeff Lin, and I’m an account executive here at Sellercloud. I’m excited to introduce my colleague Gary Basko, who’ll be leading today’s Orderback webinar. We’ll be focusing today on turning returns into exchanges and boosting customer retention. Gary has an abundance of knowledge on branded portals for order management and automating workflows related to returns, refunds, and exchanges. And with that, please join me in welcoming Gary.

Gary Basko
Hey, everybody, how are you guys doing today? Thank you very much, Jeff, for the lovely introduction. Today we’re going to be going over one of our newer products that is Orderback talking about returns, exchanges, helping out on the customer service side of things. I do have joining me today as well Moshe Chait who’s going to be helping us with the Q&A session at the end. He is the actual gentleman that developed Orderback. So he was nice enough to join the call with us. So please, during the presentation while we’re going through, if you have any questions, there is a place that you can go ahead and ask any questions that you want. We will get to them at the end of the presentation.

With that out of the way, let’s go ahead and jump into the actual Orderback software. I’m going to turn off my camera real quick, and let’s go ahead and jump into the actual product. So Orderback does have two different faces. There’s going to be the initial one that you as a Sellercloud customer are going to be logging into to manage things like the settings and the ability of what you’re going to be giving your customers to do with things like the returns, the exchanges, and the replacements that you want to manage utilizing your Orderback account.

To find Orderback and to log in to your Orderback account, you’ll be able to come to our Orderback website. You’ll be able to find all the different pricing information, integrations, the whole process as well from here, and if you’re interested, you can even book a private demo specifically with me, with Jeff, or with one of our beautiful account managers. Then can also give you a better idea on what Orderback is going to do for you. Logging into your Orderback account, though, you’ll be able to go ahead and manage a lot of the different settings and what your customers are going to be seeing inside of that customer dashboard.

Admin Dashboard Features

Now, when you, as a Sellercloud user logging in to your Orderback account, you will have an admin dashboard. You’ll be able to get some quick reports, things like how many users have logged in to your Orderback account, orders that have been processed through, new orders that are being created, and RMAs that have been created using the Orderback account. Right from here as well, for the customer service team, they’ll be able to view all of the related RMAs that have come in, and from here they can choose to approve or deny. If they need to request more info on an order, they’ll be able to do that as well for the return, and you’ll also be able to email your customers confirmations.

You can even automate this process as they are placing the returns that we have seen, that the return has been placed.

Customization Options

You’ll also be able to set up a bunch of different general settings, so we want to be able to customize Orderback to fit your needs, and so that when your customers come to Orderback, they know exactly who they’re going to head and managing their orders for and placing their returns with. So you’re going to be able to update the URLs to fit your needs, you’re going to be able to update the different settings for the appearances as well, so your logos, your icons, custom backgrounds and colors and everything like that are going to be able to be customized in the system.

Again, to really focus on your brand and what you want to bring to the table for your customer.

From here, you’ll be able to go ahead and update and adjust the different settings. So what do you want to give your customers the ability to do. So there might be certain channels you want to enable Orderback for in certain channels that you do not want to have that enabled for.

Return Policy Settings

You can also set up all the different settings on your return policy. So maybe I don’t want to offer returns past a certain window. After 60 days, the customer has had the products, they’ve used the product, we’re not going to accept the return back in for that after that 60 days, so we can limit the return window that we’re providing for them.

We can also add different restocking or return shipping fees in there. If I want to charge my customer a restocking fee for them to send this product back to me, or there’s a certain fee that I want to charge, or maybe I just want to charge the customer the original shipping cost, you know whatever I paid to ship it to them. They want to ship it back, no problem, but they have to at least eat those costs.

Customer Experience Features

Now for the customers and what your customers are going to be utilizing and seeing, they’ll be logging into the actual Orderback customer platform. Here is where you’re going to be able to see all the different things that have been white-labeled. So like I mentioned, your logos, your colors, your domain names here as well. And it’s a no registration needed login.

Now we’re going to log into Orderback real quick. I’m just going to use my email address. It emailed me a six-digit code. I’m going to go ahead and plug that code in and it’s going to go ahead and open up my customer dashboard, and this is where I can see now my entire order history of orders that I’ve placed.

Return and Refund Process

So I’m unhappy with these products, or maybe a certain number of the products that I received in ended up being damaged. So I want to send ten units back. I’m going to click on refund. I’m going to select a reason and you can require reasons as well. This is all something that you’re going to be able to do in your portal and your settings for the different reasons and everything like that that you’re going to be able to take in these orders back for.

For example purposes, we’re just going to go through the refund. Here you can see the return shipping fees or the restocking fees that we want to charge, and then we can go ahead and we can finish through on the return.

Now that the return has been created, it is now inside the Sellercloud system and attached to the original order that the customer placed.

Conclusion

But as a whole, that’s what we’re going to be dealing with in Sellercloud. We’re looking at your returns, your replacements, your exchanges. We’re giving you the ability to customize a customer portal with the login information that you have with no registration needed logins, or they want to go ahead and look up orders directly from an order ID. All this is going to be possible and managed through Orderback.

Pricing & Updates

Pricing is obviously one of the things a lot of our customers have and want to know when they’re dealing with Orderback, how much does all of this cost? So we do have a standard option, it starts at 250 a month with Orderback. That’s going to give you everything that you saw here and it’s going to include up to 1250 transactions each month in that $250 price range.

Future Features

Moshe Chait
So we’re looking forward to adding the warranty registration side of things. That’s the newer feature that we’re working on now.

Gary Basko
So you heard from Moshe himself, if you guys are looking for better tools and things like that, and you want updates and see new features come to Orderback, please bother your account managers and let us know anything that you would like to have in the tools. Again, if you want to book a private demo with your account manager or with, say, me or Jeff, right through the Orderback website, you have the ability to go ahead and schedule the call.

We do appreciate everybody who did attend the webinar. If you guys have questions, feel free to reach out to us. Reach out to your account managers. We love to be an additional resource during your journey with Sellercloud. Otherwise, we hope that you liked Orderback and everything that you saw today. If you are interested in getting signed up again, please speak with your account managers or you can reach out directly to either me or Jeff.