Product Returns

Keep Your Return Policy Focused on Customers This Peak Season
December 6, 2016 at 11:12 am

Online sales continue to grow as a proportion of overall retail sales, and returns are growing at an even faster rate. With the holiday peak season upon us, retailers will need to focus more than ever on handling returns in ways that avoid alienating their customers — and consequently losing future sales. Given the rising…

Great Expectations: Online Shoppers Call the Delivery Shots
December 6, 2016 at 9:37 am

Today’s digital consumers are placing ever greater demands on e-commerce providers to "get delivery right" or lose their business. Indeed, delivery is now a key differentiating factor that has a significant impact on consumer online purchasing decisions. According to the findings of the recent MetaPack 2016 State of E-Commerce Delivery Consumer Research Report, 61 percent…

Returns: The Good, the Bad and the Ugly
September 27, 2016 at 9:48 am

Historically, most retailers view returns as a plague on their business. Not only do you lose the sale, but you pay for the privilege of your customer returning the unwanted merchandise to you. The National Retail Federation’s 2015 annual survey of North America retailers found that $260 billion worth of merchandise was returned last year.…

Christmas in July: Tips for Your Holiday Returns Strategy
July 29, 2016 at 11:18 am

Last year’s holiday season saw more than $626 billion in sales, according to the National Retail Federation (NRF), with $105 billion coming from online and other non-store sales. However, despite shoppers’ good intentions, they didn't always find the perfect gifts for their loved ones. This resulted in billions of dollars worth of returned merchandise. As…

In the News: Apple Pay Coming to the Web
June 14, 2016 at 12:23 pm

Learn more about why Apple Pay becoming available on the web is a potential game changer for online retailers; what Staples is doing to compete in today's instant gratification economy; and an unintended consequence for retailers’ generous return policies — lower pay for store associates.

How Free Returns Are Crippling Online Retailers
June 6, 2016 at 11:32 am

Anyone who has shopped for clothing online has done it — ordered more items than they really want with the intention of sending some back. E-commerce has made it easy for consumers to be indecisive without financial consequence — at least for the shopper. For retailers, it’s a different story. Free shipping and returns aren't just…

6 Ways Your Returns Policy Can Boost E-Commerce Sales
March 25, 2016 at 9:10 am

If you’re looking to increase your e-commerce sales, you might have to do something that seems really counterintuitive: Institute an amazing returns policy that makes it super easy for customers to return what they purchase. “What?” I can hear you exclaim in disbelief. “How would letting people return what they purchase help us make more…

5 Things Retailers Must Understand About Product Returns
February 3, 2016 at 10:22 am

Retail product returns (i.e., reverse logistics) are a crucial component of the overall relationship between customer and retailer. According to the National Retail Federation (NRF), Americans returned $260 billion in merchandise last year, a 66 percent increase from five years ago, and a quarter of that was during the holiday season. The significant increase in…