#Japan #Tokyo #E-commerce Solutions #Commerce Media #HENPIN Pro

Commerce Media Unveils 'HENPIN Pro' for E-Commerce Returns

In a significant move to tackle one of the pressing challenges in the expanding e-commerce landscape, Commerce Media Inc., based in Tokyo's Toshima ward, has launched its innovative returns and exchange system, 'HENPIN Pro.' Under the leadership of CEO Takahiro Izawa, this new service aims to enhance the return and exchange processes, which have become increasingly complicated with the growth in online shopping.

The Need for a New Approach

As e-commerce continues to flourish, the variety of products, ranging from clothing to home goods and groceries, is being purchased online at unprecedented rates. However, issues such as incorrect sizing, color mismatches, and product defects have led to a surge in return and exchange requests. Traditionally, these inquiries have been managed through multiple contact points, such as emails and customer service chats, which often creates confusion and adds layers of complexity to the process. This disjointed approach places a considerable burden on customers, businesses, and their warehouses.

Worse, incorrect or incomplete return requests have started to erode customer trust in brands. In response, Commerce Media determined the necessity for a more streamlined and precise approach to handling returns and exchanges, leading to the development of 'HENPIN Pro.'

Features of 'HENPIN Pro'

Efficient Management of Requests

One of the standout features of 'HENPIN Pro' is its separation of general inquiries from return and exchange requests. By consolidating all return-related applications into its dedicated management dashboard, the system simplifies the customer support experience, allowing teams to manage these requests efficiently without the clutter of unrelated inquiries.

Detailed Information Collection

To ensure that returns and exchanges can be processed swiftly, 'HENPIN Pro' requires users to submit comprehensive information, including the product’s condition and specific reasons for the return. Essential documentation such as photos of defects and videos showing malfunctioning products must also be attached. This approach aims to facilitate prompt evaluations, drastically cutting down the communication effort between customers and service representatives.

Enhancing Support Quality

By utilizing historical data on past interactions, 'HENPIN Pro' promotes a more standardized quality of customer service. This systematic approach ensures that each representative addresses requests consistently and can even track defect rates by product category, leading to meaningful improvements in product quality and response protocols.

Integration Across Various Systems

To further streamline the application process, 'HENPIN Pro' integrates with LOGILESS, an order management system, thereby allowing requests to be processed from various e-commerce platforms, including popular sites like Rakuten and Amazon. This feature is under development and is expected to roll out by September 24, 2025.

Future Plans

'HENPIN Pro' has already been adopted in several projects, and the implementation process is underway. With ongoing enhancements aimed at facilitating easier interactions and enriching customer experiences, Commerce Media is committed to refining the system further. Businesses considering adopting 'HENPIN Pro' are encouraged to reach out for consultation and detailed insights into the implementation process.

Company Overview

Founded in May 2016, Commerce Media Inc. is dedicated to offering cutting-edge e-commerce solutions. Its headquarters are located in Tokyo, with an additional office in Fukuoka. For more information about their services and systems, visit Commerce Media's website.

For press inquiries, please contact Commerce Media's PR department via email at [email protected].