Product Returns

Cross-Channel Returns Remain a Challenge for Retailers
May 15, 2018 at 3:46 pm

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…

Report: Amazon Scanning Body Images to Improve Online Shopping
May 7, 2018 at 2:38 pm

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…

What Every Online Shopper Wants But Only Few Fashion Retailers Deliver
April 20, 2018 at 3:05 pm

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…

Try-Before-You-Buy Trend is Causing ‘Returns Tsunami’
April 10, 2018 at 12:13 pm

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…

Announcing the Release of Total Retail’s 2nd Annual Top 100 Omnichannel Retailers
April 3, 2018 at 1:30 pm

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…

Fixing Retail’s Returns Problem by Cracking Down on Sizing
March 16, 2018 at 10:14 am

Stop me if you’ve had this problem before. You’re doing some online shopping and have found a new shirt or dress that's just perfect. You even pay for expedited shipping because you can’t wait to wear it and show it off to all of your friends. The day finally comes and the box arrives, but…

It’s Time to Take the Friction Out of Returns
March 14, 2018 at 5:48 pm

As shoppers, we search, browse, buy — and sometimes we return. For retailers, the word “return” may trigger heartburn as it induces instant thoughts of lost revenue, inventory chaos and logistical nightmares. Additionally, with consumers increasingly taking advantage of easy returns processes, including in-store returns or in-home pickup, it’s clear to see why retailers can…

What L.L.Bean's New Return Policy Means for the Brand
February 16, 2018 at 10:24 am

In this episode of Retail Right Now, Total Retail's Joe Keenan and Caitlin Sullivan discuss L.L.Bean's decision to change its famously generous return policy, the implications it may have on the brand, and what it means for its competitors.

L.L.Bean Ends Unlimited Return Policy, Blames Customer Abuse
February 9, 2018 at 2:08 pm

L.L.Bean will scrap its unlimited lifetime warranty and no longer accept returns on any product it has ever sold regardless of the condition or age of the merchandise. The Portland Press Herald reports L.L. Bean executives made the decision as a result of a growing number of customers abusing its generous satisfaction guarantee policy. Previously,…