Holiday Returns: Obstacle or Opportunity?

2. Be consistent across channels and touchpoints. Too often, we see inconsistencies in the way retailers handle returns, such as not accepting online order returns in-store; accepting online order returns, but not refunding the full purchase price if the in-store price is lower; or requiring the customer to return on their own without providing a pre-paid label or option to download and print an online label. Being consistent across all touchpoints is critical to satisfying shoppers’ expectations.