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For eBusiness & Channel Strategy Professionals

Retailers, Reduce The Pain Of Online Returns

Shoppers Want Generous, Flexible Online Return Policies

September 30, 2019

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Why Read This Report

In the hypercompetitive online retail sector, product returns are a cost of doing business. Traditional retailers have generally tried to reduce returns by any means possible, but digitally native startups have changed shopper expectations with flexible return processes, often encouraging shoppers to buy and return items. Retailers without generous online return policies stand to lose market share, but even those with competitive return policies and experiences must nonetheless invest in tactics to make the process cost-effective.

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Table of Contents

  • Returns Are A Big Expense — But Integral To The Customer Experience
  • Expectations For Online Returns Rise — But It's Still Often Too Onerous
  • Injecting Innovation Into Returns Is Still Overlooked, Underinvested
  • Recommendations

  • Invest Wisely In Returns To Efficiently Improve Conversion, Cost, CX
  • Supplemental Material
  • Related Research Documents

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