Product Returns

Buy now pay later (BNPL) companies like Affirm, Afterpay, and Klarna have been quietly building a loyal customer base for the last few years. Today, 56 percent of U.S. consumers say they have used BNPL providers for retail purchases — up nearly 50 percent from July 2020. Thanks to budget concerns, credit card mistrust, and…

As we conclude the back-to-school shopping season and prepare for the upcoming holiday shopping season, e-commerce sales continue to show tremendous secular growth. The search for online solutions has only intensified with the closing of brick-and-mortar locations across the globe. This flurry of unprecedented shifts carries both risks and opportunities for retailers as they grapple…

On Tuesday, Amazon.com updated its longstanding returns policy, referred to as the A-to-z Guarantee, to address defective product claims, reports CNBC. Beginning in September, consumers can contact Amazon with a personal injury or property damage claim, and the company will then connect the consumer with the seller. Currently, buyers are encouraged to contact the seller…

During the pandemic-induced online shopping boom, retailers invested in e-commerce capabilities out of necessity. As consumers shifted to retailers with online ordering, merchants were scrambling to provide new digital order and delivery options. These investments helped capture more market share, but now that stores are reopening and there's little market share remaining to capture, retailers…

In February, Doddle undertook its latest survey of more than 1,200 U.S. consumers, conducted by YouGov, to understand how important the e-commerce returns experience is to shoppers. What it found should raise some red flags for retailers. When comparing Doddle’s February survey to its initial research conducted in May 2020, a couple of months after…

Demand sparked by the COVID-19 pandemic resulted in 45 percent growth for e-commerce in Q2 of 2020, accounting for over 16 percent of total retail sales. For years, e-commerce sales hovered around just 10 percent of overall retail sales, while in-store shopping remained consumers' primary shopping method. As the world was stuck at home and…

Soon after the holidays are over we shift from the season of giving to the period of returns. The 2021 returns period post-holidays was different from others; extended return deadlines caused a massive backlog with regards to shipping and processing. In addition to the extended deadlines, retail companies such as Walmart made it easier for…

At least 2 million new customers visited Kohl’s stores last year thanks to an Amazon.com returns service that the department store chain offers nationwide, reports CNBC. According to Kohl’s, a third of these new visitors were millennials. Kohl’s began accepting Amazon returns at 10 of its stores in the spring of 2017. By the summer…

If you asked your favorite clothing brand if it knew the body measurements of its customers, the answer would likely be no. In fact, not many apparel brands or retailers do, and this lack of insight results in poor-fitting clothes, increased returns, and far too much wasted product. Amidst a global pandemic that has wreaked…

Returns cost retailers hundreds of billions of dollars each year. Return rates continue to rise each year as a result of online shopping, customer-centric return policies and, now, COVID-19. Since the onset of the pandemic, consumers are avoiding stores and shopping online even more than before. In fact, eMarketer predicted online sales to grow by…