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Guide
Building a business case for a returns experience management solution
Returns are a crucial part of the customer journey, not just a back-end process. Our guide explores key challenges, solution criteria, and the impact of optimizing returns to enhance your strategy.
September 3, 2024
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Our returns experience management solution can help turn returns into revenue, retention and loyalty.
Guide summary
Returns are no longer just a back-end process, they are a vital component of the customer journey that can make or break a retailer’s relationship with its customers. Our guide reveals how to justify and evaluate a returns experience management solution.
In this guide, you’ll learn about
- Common challenges retailers face – you aren’t alone!
- Criteria you should look for in a returns management solution
- Impact of getting the returns experience right
A brand’s returns policy isn’t just a policy—it’s a deciding factor in customer loyalty and profitability. The numbers reveal why an optimized returns experience is a must.
Key stats that matter
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Nine out of ten shoppers are influenced by a brand’s returns policy
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A third of revenue is lost from returns due to operational costs and missed sales
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Two-thirds of shoppers are unlikely to shop again with a retailer that has a complex or difficult returns process
Returns don’t have to be a revenue drain. With the right approach, they can drive retention, increase operational efficiency, and even boost customer lifetime value.
Don’t let inefficiencies hold you back – take control with a robust, integrated returns experience management solution.
Selecting the right returns management solution is about more than just processing returns—it’s about creating a frictionless, data-driven experience.
The 5 Ps of returns experience management define what an ideal solution should deliver
Making the returns process seamless and giving the shopper an easy route to refund/exchange
Anticipating returns volume to ensure optimum resource allocation and reduce the processing speed
Processing returns quickly to issue timely refunds to shoppers
Delivering personalized follow-ups and product recommendations based on purchase history
Sharing return status updates timely and proactively to keep the shopper informed
