With return rates at both brick-and-mortar as well as eCommerce stores rising, retailers are beginning to examine their return policies and adapt their terms to those that best serve customers with growing demands.
Contrarily, many big box retailers, such as Sears and QVC, have responded to rising return rates by tightening their return policies, hoping to discourage returns. But stricter return policies don’t necessarily mean happier customers. In fact, retailers such as Amazon and Zappos actually use their flexible return policies to enhance the customer experience and encourage loyalty.
We surveyed online shoppers to find out exactly what matters to them when it comes to return policies and how retailers can craft policies that actually drive customer loyalty. With many surprising statistics revealed along the way, the Consumer Returns Report addresses the following topics:
- What is the state of the current returns landscape?
- What return policy characteristics matter most to consumers?
- How can retailers establish a policy that fosters trust and drives customer loyalty?
- How can retailers offer flexible return policies, while reconciling the issue of low recovery from returns inventory?
Download your free copy to discover how your brand can implement these important policy changes to drive your business forward.