In this episode of Retail Right Now, Total Retail's Melissa Campanelli and Kristina Stidham discuss an article recently published by Total Retail, “E-Commerce Returns Are at an Inflection Point. It's Time for VIP Policies,” authored by Andria Tay, global director of marketing and communications at Narvar. The retail industry is at a crossroads with product returns, especially after a holiday season with expected record-high e-commerce sales. Product returns need to be managed more thoughtfully to lighten the burden on operations and the bottom line, ease the environmental impact, and build customer loyalty.
One solution to the returns problem is to incorporate return policies into VIP or loyalty programs. These types of returns programs satisfy the customer yet help e-commerce operations teams better manage expenses. For more ideas on incorporating a VIP returns program into your business, read Tay’s article here.