More e-commerce means more returns — in fact, according to the latest industry figures, online sales are up 32%, while returns from online purchases are up 148%. Meanwhile, the growth of omnichannel retail operations, where consumers buy online and have the choice of shipping their returns or taking them to the physical store, is making returns more complicated and expensive. Understanding customer expectations, improving their experience and implementing the right reverse logistics systems will increase shopper loyalty and prevent profit-margin erosion.
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