Product Returns

L.L.Bean Reconsidering Return, Shipping Policies to Cut Costs
February 10, 2017 at 11:00 am

L.L.Bean is reconsidering its generous shipping and return policies in a move to cut costs. L.L.Bean currently offers free shipping on everything, and its "satisfaction" guarantee is so liberal that it's led to abuse of the return policy. Company officials said they will have more to say later this year about shipping and efforts to…

Retailers Preparing for National Returns Day
January 4, 2017 at 10:09 am

UPS is preparing for National Returns Day, happening tomorrow (Jan. 5). According to the company’s website, UPS expects to ship back 1.3 million returns packages to retailers on Thursday, and will handle about 5.8 million returns packages throughout the first full week of January. This means big business for UPS and other parcel services like…

3 Ways Retailers Can Make Holiday Shoppers Very Happy
December 23, 2016 at 11:06 am

This holiday season has been busier than ever. Cyber Monday beat Adobe predictions that consumers will spend $3.36 billion. Amazon.com launched its Black Friday Deals Store on Nov. 1, a full 24 days before actual Black Friday. Consumers seem to have already redefined “holiday shopping season,” with Narvar tracking pages showing 30 percent higher clickthrough…

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…

Retail Right Now: November 4
November 4, 2016 at 12:39 pm

Happy Friday! In this edition of Retail Right Now, we review Amazon.com's new return policy, former Barnes & Noble CEO Ron Boire's big payday and the best times to post on social media.

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…