Payment Processing: Online Payment Systems Come of Age for American Eagle, Orvis

American Eagle also explored the following before implementing PayPal:

• consulted extensively with both the vendor and Forrester Research reports;
• asked customers for payment preferences;
• asked other retailers about the sales lifts they had upon implementing alternative payment programs, and how their implementations went; and
• put together a return on investment report.

One of the biggest challenges for American Eagle was accommodating customer returns in stores. "More people return [online purchases] in stores, because it's a lot easier," Katruska said. "I'd rather they do it in a store, too, because there's always a chance for an upsell in a store."