How Returns Can Help Multichannel Retailers Beat the Competition

But to the contrary, Forrester found that consumers most likely to return items tend to be the most active online buyers, i.e., your best customers. Consider the following statistics gleaned from the report:

• 81 percent agreed that they're more likely to buy from a retailer if that retailer makes it easier to return a product.
• More than 80 percent said they're more loyal to retailers that have generous return policies (e.g., free return shipping, ability to return any time for any reason).
• 73 percent said they're less likely to buy in the future from an online retailer where the returns process is a hassle.

Inverness, Fla.-based Smartphone Experts, an online retailer of smartphone accessories, says a fast and convenient returns policy helped it maintain several clients. The company e-mails its customers UPS return labes they can print and attach to the packages, and then easily track their progress online.