Trends Report

Retailers, Reduce The Pain Of Online Returns

Shoppers Want Generous, Flexible Online Return Policies

September 30th, 2019
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst
With contributors:
Fiona Swerdlow , Nicole Murgia

Summary

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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