Claims Abuse and 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....

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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....

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Returnless Refunds: 4 Risks and How to Mitigate Them

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practice of refunding or replacing a consumer’s purchase without requiring that the item itself be returned—has been an unpublished option that retailers have used at their discretion for many years.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

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Huge Growth in Returns Affects Everyone, Not Just Retailers

As a retailer, you know that the cost of returns is much more than the loss of a sale. Returns and return fraud have a cascading effect on your business’ revenue and profit. The National Retail Federation has compiled returns data for 2021 in a comprehensive....

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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.

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The Results Are In: 2021 Holiday Sales and Returns Were Like No Other

The 2021 holiday shopping season was like no other, and it surprised us all. Retail sales from November 1st to December 31st grew 14.1% over the 2020 sales numbers, despite the challenges facing shoppers and retailers. And this rise in sales (especially....

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Are Your Omnichannel Return Capabilities Falling Behind the Curve?

The past few years delivered unprecedented growth in online shopping and a corresponding explosion in return rates. Ecommerce returns are now two to three times greater than returns for brick-and-mortar purchases. In 2021, one out of five of online purchases....

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Omnichannel Returns: What Your P&L Can’t Ignore

You may have noticed that your consumers tend to initiate returns after their online purchases more frequently than after their in-store shopping. On average, returns for ecommerce transactions are two to three times more likely than purchases made in....

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Consumers’ Pandemic Shopping Trends

As the global population has endured the COVID-19 pandemic over the past 20 months, consumers have altered their daily lives and routines in many ways. From the abrupt shutdown of non-essential businesses, schools, and stores, consumers have had little choice....

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Insights from the Journey of a Returned Package

Retailers and consumers often think of the return process as straightforward. However, many unexpected roadblocks (both literal and figurative) can arise that affect both the retailer and the shopper. And research shows the financial impact of these....

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