Product Returns

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…

How to Make Free Shipping Profitable, Part 8
April 29, 2020 at 7:11 pm

Returns are a fact of life in retail. The downside of online retail for customers is that they don't get to see and feel the product before purchase. That’s why e-commerce has three times more returns compared to brick-and-mortar retail. In the age of free shipping, returns hit merchants harder. In part eight of this 10-part series,…

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…