Trends Report

Develop A Strategy For Retail Returns — Not Just Tactics

Retain Margin And Minimize Customer Attrition With A Bona Fide Returns Strategy

July 28th, 2023
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
With contributors:
Fiona Swerdlow , Taylor Hansen , Rachel Birrell

Summary

A growing percentage of sales now results in returns, impacting retail margins more than ever. To optimize the returns service and manage the ensuing costs, retailers must answer these questions: How can they manage returns to reduce costs? Do legacy returns policies need to evolve in the omnichannel era? Can a returns strategy lead to competitive advantage? Retailers that don’t take the time to analyze these types of question risk their ability to minimize the cost of returns, optimize sell-through of returned products, and maximize total sales. This report reveals how digital business leaders can build a returns strategy that best serves both their business and today’s consumers.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.