Online retailers are still struggling with the problem of returns.

When it comes to the smooth processing of online returns, consumer expectations aren’t being met. That’s the conclusion of the third annual “State of Online Returns Survey” from Narvar, a vendor of software for managing the after-purchase customer experience. For many shoppers, the returning of merchandise continues to be a painful process. And their demands are only growing more intense. On this episode, we delve into the findings of the survey with Elain Szu, vice president of marketing with Narvar. She breaks down the numbers to reveal just where retailers are failing to service customer returns quickly, efficiently and with flexibility. One option is in-store returns, which present both an opportunity and potential point of failure for retailers. Szu also discusses the disconnect between how customers perceive the returns process of various retailers, and what they’re actually experiencing. A bad returns experience can mean lost business, she says, but with the right approach by online retailers, “most shoppers can be saved.” Hosted by Bob Bowman, editor-in-chief of SupplyChainBrain.

Show notes:

Narvar’s “State of Online Returns” survey.