Product Returns

Nordstrom to Accept Macy's, Kohl's Returns at NYC Local Stores
September 6, 2019 at 11:28 am

Nordstrom, which opens two “Nordstrom Local” concept stores in Manhattan this month, will accept product returns from rivals like Macy’s and Kohl’s in the new small-format locations, regardless of whether Nordstrom carries the same item. Returns can be a pain point for both the customer and retailer, and shoppers want a convenient way to drop…

How to Reduce Your Return Rate … and Save Money
August 16, 2019 at 8:54 am

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published on Total Retail, titled “The Expensive Truth of Free Returns,” written by Iñaki García, co-founder and CEO of size recommendation tool uSizy. The growing rate of product returns, particularly from online customers, is costing retailers billions. Several…

The Expensive Truth of ‘Free’ Returns
August 7, 2019 at 10:43 am

Online shopping has grown massively and shows no signs of slowing down. Whether for Christmas, birthdays or to treat yourself, there's no denying that the way we shop has changed. The convenience of browsing hundreds of jeans or sneakers online, the ability to buy something instantly, and the added bonus of free delivery and returns…

Serial Returners Need a Serious Solution
August 6, 2019 at 12:46 pm

E-commerce is a land of high expectations. Customers not only expect but demand high-quality products, speedy delivery, and hassle-free return policies. Large public e-commerce sites have made these the standards to which all other brands must compete. So what happens to direct-to-consumer (DTC) brands that do everything in-house? They can't do one-day shipping, they can't…

Embracing Returns to Drive In-Store Sales
June 28, 2019 at 7:25 am

Where some see Amazon.com as a competitive force to steer clear of, others see the value of playing nice. Kohl’s is one traditional retailer deciding to partner with the 800-pound gorilla, and having paved the path, you can be sure that others will follow. Kohl’s is now accepting unpackaged Amazon returns in its store, independent…

Minimizing Online Returns the Intelligent Way
June 24, 2019 at 10:16 am

With 87 percent of shoppers beginning their customer journey in digital channels, brick-and-mortar retailers need to invest in optimizing their e-commerce strategy. For most brands, online shopping presents new challenges, including ever-growing return rates. With customers unable to try on an item when they purchase online, shoppers order multiple of the same item with the…

FedEx, Dollar General Partner on In-Store Parcel Service
June 18, 2019 at 2:52 pm

FedEx will offer pickup and drop-off services inside Dollar General stores, expanding the shipping company’s reach in rural America. Memphis-based FedEx on Monday announced the alliance with fellow Tennessee company Dollar General Corp. The companies plan to begin adding FedEx services in more than 1,500 Dollar General stores by late summer and expand to more than 8,000…

Top Omnichannel Retailers Are Embracing Cross-Channel Returns
May 31, 2019 at 11:31 am

One of the downfalls that has come with the growth in e-commerce sales is the corresponding increase in product returns, particularly in certain categories such as apparel and footwear. It makes sense. Without the ability to touch, feel and try on a product before making a purchase like in-store shoppers have, one would expect return…

Returns is All in the Data … But Do We Have Enough?
May 24, 2019 at 8:43 am

It’s amazing how seemingly crazy ideas come to you when you least expect it. This happened to me recently while reacting to a tweet from retail analyst Andrew Busby. Andrew had commented on the news that ASOS, one of the largest U.K. online fashion retailers, had changed its returns policy. ASOS was effectively reserving the…

Product Returns: A New Moment of Truth
May 14, 2019 at 11:01 am

Despite seeing record sales revenue recently, there’s a concerning trend in online retail that could seriously impact future growth and success for merchants. Last year, nearly two-thirds of global consumers (61 percent) felt let down by their online shopping experience, up from 47 percent in 2017. This is an enormous percentage of unhappy customers that…