Returns have always been a part of retail, but with the growth of ecommerce there has been a sharp increase. This in turn has resulted in a range of challenges for retailers, brands and their carrier partners.
Advancing technology is also under a spotlight, both for minimising returns and limiting the environmental impact of reverse logistics.
Inside the report we use the results of our ConsumerX research to present how charging for returns has impacted customer loyalty.
With the balance of green initiatives, cost saving strategies and winning customer loyalty, retailers are spinning a lot of plates – and returns are something else to be managed. This report looks to showcase how the top retailers aren’t leaving returns out of their operational equations, and by handling returns with care are being seen as reliable and sustainable.
Inside the report:
- ConsumerX Data: The results of our survey into what consumers think about return fees
- Handling returns: As the returns process can be complex, retailers are having to find the right-fit solution for them
- Consumer behaviour: Retailers are looking to limit returns, but for consumers a convenient and clear returns policy remains of the utmost importance
- Cost of returns: Maintaining customer loyalty is hugely important for retailers, but it needs to be finely balanced against the financial implication of returns
- Sustainability: Can the returns process be cleaned up?
- Exclusive interview with Currys, Services Operations Director, Steve Pendleton: How the technology retailer’s repair offering fits into its wider sustainability efforts
- Reverse commerce: Can the growth in second-hand shopping also offer a revenue stream for returned items?
- 2024 and beyond: Understanding returns data has never been so important, and a smarter use of this data will be key going forward
Case Studies:
Our analysis of how retailers manage returns is illustrated with company profiles showcasing two retailers standing out in the market, Oh Polly and H&M.
