Product Returns

A Positive Returns Experience is Critical to Customer Satisfaction and Retention
October 5, 2020 at 3:21 pm

E-commerce returns have been a black hole for retailers.  It has been challenging to understand the complete impact of product returns, as the process has typically been manual and reliant on paper-based systems. With no real insight into the overall effect of returns, they've been considered a necessary but unfortunate cost and therefore sidelined in…

Lower Returns, Higher Sales: How E-Commerce Retailers Can Leverage 3D Scanning Technology
September 14, 2020 at 3:31 pm

Overall, e-commerce sales rose an incredible 16 percent in 2019, capping off an excellent upward trend throughout the past decade. While the COVID-19 pandemic has only boosted this growth, certain industries have taken a tumble despite the overall increase in online traffic. With so many of us wearing sweatpants and T-shirts every day, the fashion…

5 Ways Technology Can Minimize Product Return Rates
August 25, 2020 at 9:34 am

Between November 2019 and January 2020, shoppers across the U.S. bought a record amount of goods, about $1.1 trillion, approximately 5 percent more than in 2018 over the same period, according to Deloitte. This is good news for the fashion and beauty industry at large, however, there’s a growing problem in retail that may reach…

Why Focusing on Your Returns Process Has Never Been More Important
July 15, 2020 at 5:23 pm

Thanks to the convenience, speed and overall ease of the modern day e-commerce landscape, product returns have become synonymous with the purchasing process. Consumers are able to buy multiple colors, sizes and variations of a certain product with the comfort of knowing they can take the ones they don't want back to the retailer with…

Handling the Fallout From the Retailer Returns Freeze
July 13, 2020 at 5:35 pm

With countrywide COVID-19 guidelines in place, online retail has grown faster than expected. Data from North American retailers shows that online purchasing was up an average of 56 percent over the same period in 2019. Some have even seen a 300 percent increase during the pandemic. The sharp rise in online shopping is bound to lead…

Your Customers Want to Love You; Don’t Turn Them Away
July 8, 2020 at 3:31 pm

Few retailers would argue with the notion that for years customers have held retailers to high (and increasing) expectations. Now it appears from a recent survey that a small, but significant, percentage of consumers are willing to take retail justice into their own hands when things don’t go their way. A worrisome percentage of consumers…

Returns Abuse: A $24 Billion Problem
June 16, 2020 at 2:14 pm

Consumers have come to expect flexible returns policies. In recent research, Forter found that a whopping 97 percent of consumers say that returns policies impact their likelihood to actually purchase with a retailer. This is especially true for consumers shopping for apparel and accessories; these shoppers frequently use in-store and online returns, and deem these…

How to Navigate the Returns Experience During and Post-COVID-19 Crisis
May 19, 2020 at 1:36 pm

With stores closed and social distancing in effect, consumers rely on online shopping now more than ever, causing e-commerce to explode by 40 percent in March. While retailers have focused on deep discounts, curbside pickup and optimized delivery, they should also hone in on a critical and lesser-known factor of customer loyalty: the returns experience.…

Making E-Commerce Returns Work for Retailers
May 5, 2020 at 5:46 pm

For many retailers, returns are an enormous operational, logistical and financial burden throughout the year — especially as carrier fees continue to increase. With the right technology and some careful planning, product returns can actually be re-imagined and turned into a revenue or efficiency opportunity. Here are four ways retailers can transform returns: Charge for…

New Consumer Research Gets Real About Returns
April 30, 2020 at 1:09 pm

Think about the last purchase you made online that you returned. Maybe the color wasn’t right. Perhaps you bought the wrong size. Or maybe that return is still somewhere in the abyss of your closet, holding your precious cash hostage and taking up space. Whatever the reason for your return, you likely found it disappointing…