Mar 21 2024

How a Positive Customer Experience Leads to Loyal Shoppers

When a shopper steps inside a store, their gaze fixed on the return counter while awkwardly carrying a crumpled box under their arm, the spotlight shifts to the retailer. This is their moment to shine or falter. The way a store handles this crucial....

Nov 16 2023

Navigating Challenges to Achieve a Successful AI-Driven Retail Experience

The advent of artificial intelligence (AI) solutions over the last few years and the burgeoning use of generative AI, in particular, is revolutionizing retail. From the supply chain to consumer-facing chatbots, AI has emerged as a catalyst for online retail....

Nov 02 2023

How AI-Driven Return Authorization Impacts Loyalty with Ecommerce Returns

In the world of ecommerce, there are two types of customer personas: High-Sales Harper and Low-Returner Riley. Two shoppers from two ends of the retail spectrum. Harper is a very profitable customer, and Riley is not. Both customers are important, but....

Oct 19 2023

Handle Post-Holiday Returns with Care: Top Strategies to Limit Losses

The holiday season isn’t over until that final post-holiday return rings through. For as much joy and revenue as the holiday season brings to the retail industry, the post-holiday return season can present several challenges. Return fraud, diminishing holiday....

Jul 20 2023

The True Power of Retail Return Rates

Return rates have long been a topic of discussion in the retail industry, but their importance has increased in today's dynamic market. As customer expectations continue to evolve and competition becomes fiercer, retailers must understand the significance of....

Apr 07 2023

Omnichannel Returns Index Can Help You Improve Your Returns Management

Today’s shoppers are more demanding than ever – especially when it comes to returns transactions. They expect retailers to handle returns quickly, with flexibility and consistency, and to always take a proactive approach to customer satisfaction. If any....

Aug 19 2022

Claims and Appeasements Abuse/Fraud: Bigger than Chargebacks?

The uptick in ecommerce has inspired many trends for businesses of all sizes and stripes —and not all of them are positive. While most omnichannel and ecommerce retailers have historically been concerned with chargeback fraud, some now recognize a type of....

Aug 03 2022

5 Tips for Coaching Front-Line Workers

You’ve noticed them while you’re shopping and even in your own company—associates who are uncertain and therefore work slowly and make errors. They get flustered and skip steps. Their confidence crumbles. Bad actors also see it, and they will target the....

Jul 25 2022

Sustaining Profitability and the Environment: A Retail Necessity

COVID-19 has had a substantial impact on all industries, and retailers, in particular, are still struggling to make sense of changing consumer dynamics and new shopping realities. This article is not about this societal crisis, but another more slow-moving....

Jul 12 2022

Keep-It Returns: 4 Risks and How to Mitigate Them

A keep-it return—the practice of refunding or replacing a consumer’s purchase without requiring that the item be returned—has been an unpublished option that retailers have used at their discretion for many years. The decision is gaining popularity due to the....

Mar 10 2022

Insights from 2021 US Retail Returns Analysis

The rapid shift toward more omnichannel transactions continued in 2021, and the value of retail returns hit $761 billion—an unimaginable figure five years ago.

Feb 28 2022

8 Thorns That May Be Harming Your Ecommerce Return Experience

In the fable “Androcles and the Lion,” a boy removes a thorn from a lion’s paw and gains the lion’s loyalty for life. Recently, our team of researchers vetted the ecommerce return process at 55 omnichannel retail chains in search of thorns. They found eight....