Product Returns

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,…

Are Higher Return Rates a Blessing in Disguise for Retailers?
February 3, 2018 at 9:32 am

In response to a survey by the National Retail Federation, retailers reported a median return rate of 10 percent. This equates to $351 billion in sales that were made and then lost. Legitimate returns are expensive for retailers — labor, overhead and opportunity costs all impact performance. Added to these necessary returns, the 2017 increase…

Why Product Returns Aren’t the Enemy
January 23, 2018 at 11:18 am

Retail is unique in that the scope of a business’s success (or failure) is never entirely certain. While a store may have “out of this world” sales numbers in November and December, there’s nothing stopping those numbers from crashing down come the post-holiday return season. To create a level of predictability, some retailers have adopted…

5 Tips to Manage the Rush of Post-Holiday Product Returns
January 11, 2018 at 12:20 pm

With the holiday buying fervor behind us, the avalanche of product returns begins. Given that U.S. retail holiday sales are on track to rise 4 percent to 4.5 percent this year — and, according to Deloitte forecasts, e-commerce sales are expected to hit between $111 to $114 billion during the 2017 holiday season — the…