Product Returns

Staying Secure: Making Returns Friction-Free Year-Round
March 25, 2025 at 12:03 pm

Last year, global retail e-commerce sales surpassed $4.1 trillion, underscoring the continued growth of online shopping and the critical need for seamless, secure digital experiences. As e-commerce expands, retailers face the increasing challenge of managing returns. With more online purchases comes a higher volume of returns, often accompanied by greater risks of fraud and digital…

What Consumers Want: Trends in Returns and How Retailers Can Adapt
March 18, 2025 at 11:27 am

Retailers have long tried to discourage returns by making the process inconvenient, hoping to avoid the financial burden of return logistics. That approach is no longer viable. Today’s customers expect returns to be just as seamless as their original purchase, and those expectations are reshaping the industry. A new report from the National Retail Federation…

Tackling Return Fraud: How Retailers Can Protect Themselves in the E-Commerce Era
March 12, 2025 at 5:41 pm

Return fraud has become a major concern for retailers, costing the industry in the U.S. an estimated $103 billion in 2024, or 15.14 percent of all returns. As online shopping continues to grow, fraudulent returns are becoming increasingly sophisticated, posing significant financial and operational challenges for businesses. The Growing Problem of Return Fraud Return fraud…

To Fight Returns Fraud, Retailers Need Smarter — Not Tighter — Policies
March 11, 2025 at 9:32 am

Returns have always posed a challenge for retailers. They’re expensive, logistically challenging, and (too often) devoid of adequate oversight. However, now there’s a new factor to consider: returns fraud. What used to be a relatively rare, isolated occurrence has now become more sophisticated thanks to social media and advanced technology. Internet users from all over…

Post-Holiday Retail Reinvented: How AI Streamlines Returns, Logistics, and Customer Service
February 10, 2025 at 11:47 am

With the holiday season behind us, retailers have refocused their efforts on addressing the flood of service requests that typically follow. You can count on a surge of returns and exchanges to process, as well as items that arrived damaged or defective. Purchasers and gift recipients will have questions about policies, receipt requirements, and return…

How Brands and Customers Can Hate Returns Less
January 21, 2025 at 9:22 pm

In November, REI reached out to 4,800 people with an email to let them know they would never be able to make another return due to past abuse. Other brands including Saks Fifth Avenue and Target have updated their policies to refuse returns and send items back if they suspect fraud or if a product…

Generate Many Happy Returns: How One Bad Return Experience Can Hurt Retailers
January 7, 2025 at 9:28 am

The experience a shopper has returning a product online or in-store can have a dramatic impact on loyalty. One bad experience can force a consumer to sever a relationship with a retailer, while a positive experience can motivate a consumer to buy more goods. New data supports the impact of returns on loyalty, showing that…

A Strategic Resale Plan for Holiday Returns 
December 16, 2024 at 12:46 pm

Ho ho no! It’s that time of year: holiday returns are on the horizon. Whether a problematic electronic item, an ugly sweater, or a piece of jewelry that missed the mark, around 18 percent — close to $170 billion worth of merchandise — once purchased/gifted/unwrapped, will be heading back to U.S. retailers this holiday season.…

Winning the Holiday Season: Millennial and Gen Z Preferences for Sustainability, Shipping and Returns
December 11, 2024 at 12:47 pm

Millennials and Gen Z represent a significant portion of today’s consumer base, and their preferences are shaping the future of retail, especially in e-commerce. With the peak holiday shopping season upon us, to remain competitive and profitable retailers must align their strategies with the expectations of these younger generations. Meeting their needs not only drives…