Product Returns

3 Tips for Using Returns and Exchange Data to Build a Better Post-Purchase Experience
March 24, 2020 at 4:48 pm

Everyone loves to say that “data is king,” pointing to Amazon.com and its “data-driven decision making.” In most cases, these well-intended but divisive statements create insecurities in most organizations. And if they’re actioned too hastily, they will slow down decision making while company leaders wait for data to give them a perfect answer. To its credit, Amazon…

Returns Solution Boosts Customer Satisfaction and Retention at Cuts Clothing
March 9, 2020 at 3:20 pm

In episode 237 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Steven Borelli, founder and CEO, and Carter Shae, director of finance, both of Cuts Clothing, an online men's apparel brand that's the first to accessorize the basic tee. Listen in as Borelli and Shae share why Cuts Clothing was founded, the brand's history, and how…

Walmart Rolls Out Fulfillment Services for its Marketplace Sellers
February 25, 2020 at 1:46 pm

Walmart announced today that it's rolling out a new service called Walmart Fulfillment Services (WFS) that offers selected marketplace sellers access to its supply chain capabilities, including storing, picking, packing and shipping items, as well as the handling of returns and customer service. The retail giant said in a statement emailed to Total Retail that WFS…

The Nightmare After Christmas: No-Fault-Found Returns
January 21, 2020 at 12:03 pm

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their way into brick-and-mortar locations much more often, with many having opted…

Not All Returns Are Bad: How Retailers Can Reduce Unnecessary Returns
December 20, 2019 at 12:57 pm

It comes as no surprise to retailers that returns are rising across nearly all product categories. Increases in online shopping, general expectations for free shipping, and consumer conditioning around style sampling (a la Stitch Fix, Rent the Runway, and others) are all contributing to increased rates of return in aggregate. In 2018 alone, U.S. consumers…

Amazon Expands Free Returns to Millions More Items
December 20, 2019 at 11:59 am

Amazon.com is expanding its free return policy to include millions of products not previously eligible, including electronics, household items, and kitchen appliances. The products must be sold and fulfilled by Amazon, and they must weigh under 50 pounds. For the holiday season, the new policy kicks in retroactively, so it applies to any products purchased on Amazon…

The Rising Tide of Returns
December 19, 2019 at 10:00 am

Amy S. makes most of the purchases for her family, both big and small. And when it comes to larger-ticket items, she not only shops around for the best price, but also looks closely at merchants’ return policies. “Making sure I can easily return a purchase is something I think about when deciding where to…

Many Happy Returns Mean Many Happy Returning Customers
December 17, 2019 at 9:05 am

Let’s say two holiday sweaters arrive at your doorstep, just in time for party season. The first sweater, with the eight tiny reindeer, fits perfectly. But the second, with a snowman, makes you look … abominable. Here’s the good news: Returning an ugly sweater takes as little time as printing a return label from an…

The Reality of Holiday Returns: Burden or Blessing?
December 10, 2019 at 10:46 am

While consumers look forward to the new decade, they also have big plans: returning their holiday gifts. According to Oracle Retail’s holiday research, the majority of global consumers (77 percent) plan to return a portion of their gifts, with nearly 20 percent expecting to return more than half of their presents. Beyond a hefty return…

Pushing Back Against Returns Abuse
November 27, 2019 at 9:58 am

Most of us didn’t know it at the time, but 2005 marked a turning point in retail. That was the year free two-day shipping arrived on the scene. Customers loved it then, and they still love it now. In fact, customers loved it so much that free shipping — for both the initial delivery of…