Product Returns

Try this on for size: In 2017, there were $351 billion worth of returns in the United States retail market. Putting this figure in perspective, were that dollar value the revenue of a retailer, it would be the second largest behind Walmart (Walmart is at $363 billion, with the second-place retailer, Kroger, at $110 billion…

Delivery and returns can have a strong influence on consumers’ online purchasing decisions as well as their overall impressions of a retailer. Therefore, it’s essential for businesses to consider the full, end-to-end experience that consumers encounter when shopping online. Staying competitive in today’s e-commerce environment requires that retailers meet consumers’ high expectations for transparency, ease…

According to metrics from the DynamicAction Retail Index: Spring 2018, an in-depth analysis of over $8 billion in consumer transactions in the U.S. and Europe (from January through Memorial Day 2018), North American consumers this year were not only increasingly shopping — and buying at full price — on their mobile devices, but also equating nearly every major or minor holiday with sales, expecting promotions, markdowns and free shipping at every turn.

In this week's episode of Retail Right Now, Total Retail's Caitlin Sullivan and Joe Keenan discuss the growing issue of product returns, including Amazon.com's decision to ban customers it deemed as "serial returners," the impact return fraud is having on the industry, and the steps retailers can take to minimize product returns — including the…

Amazon.com is banning customers from buying merchandise on its site who return too many items, according to a report in The Wall Street Journal. The report cites two customers who had their accounts banned without warning. One of Amazon's customer's said he received an email in March notifying him that his account had been closed because…

A key theme to emerge from Total Retail's second annual Top 100 Omnichannel Retailers report was the difficulty brands have in implementing systems that enable customers to easily return products across channels — e.g., buy online, return in-store. Of the 100 retailers analyzed, 16 retailers had cross-channel returns with no exceptions; 62 percent of retailers…

Amazon.com is reportedly inviting customers into a New York office to measure their body shapes and sizes over a 20-week period in an effort to improve the shopping experience for customers. According to The Wall Street Journal, twice a month volunteers (chosen from a survey) will visit the office in order to allow Amazon to…

If you’re a fashion and apparel retailer and have ever asked the question, “What matters most to my online shoppers?” this article is for you. Rakuten Fits Me recently conducted a global survey investigating online search behaviors as well as the size and fit challenges of today’s fashion and apparel-seeking consumers. This is what they…

A growing online shopping trend may be a great perk for consumers, but it could take a significant toll on unprepared retailers. I’m talking about try-before-you-buy (TBYB), a new shopping trend that enables customers to order multiple items before deciding what they want to keep. There's no up-front cost; shoppers simply pay for items they…

Total Retail is excited to present to you its second annual Top 100 Omnichannel Retailers. The report, produced in conjunction with Radial, a leading omnichannel commerce technology and operations provider, features a ranking of 100 publicly traded retailers based on their omnichannel retail programs offered as well as the execution of said programs. Why focus on…