Walking the Returns Tightrope: Balancing Fulfillment & Delighting Customers with the Returns Process

We’ve all been there: that time you’ve been disappointed with an item you’ve purchased, only to go through a returns process that puts you off from buying anything else from that retailer. In fact, returning goods is so common that 67% of consumers we’ve polled indicated they’ve done it. There is even a term for shoppers who chronically returns items - ‘returnholic’.

In this eBook we explore how returns impact both retailers and consumers, and what eCommerce merchants can do to alleviate the tension, and convert the returns process into an opportunity to delight customers for retention.

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