Don’t Run an Anti-Customer Service Strategy in Ecommerce

| Fang Cheng

Making it harder for customers to make returns or get in touch with you is a poor customer service strategy. So is slavish devotion to KPIs and this quarter’s results, while missing the bigger picture of the customer experience you’re creating. See what pitfalls this approach creates for your business, and how to avoid them.

How to Finally Tame the Ecommerce Fulfillment Beast

| Jesse Kaufman

Just as the lion tamer must teach huge, hot-tempered animals to respond to commands without becoming their lunch, so must ecommerce fulfillment must get customers’ goods delivered on time and intact — all while preventing costs from skyrocketing. Here are some tips to help you get there.

Ecommerce Returns Help Shape the Customer Experience

| MCM Staff

Ecommerce returns are increasing, and merchants need to find new ways to deal with the constant influx. Learn how some top brands are getting ahead of the situation, including making the reverse logistics process more efficient, increasing the speed of customer credit and using friction-free returns as a way to increase customer lifetime value.

L.L. Bean Looks to Update Free Shipping, Returns Policies

| Mike O'Brien

In an effort to remain competitive and cut costs, iconic brand L.L. Bean is considering changes to its famous free shipping and returns. This follows policy changes instituted last year by Nordstrom, another brand famous for its generous returns policy.

UPS, shipping, financial results, operations and fulfillment, FedEx, TNT

UPS Explains Rationale of New Optoro Partnership

| MCM Staff

Multichannel Merchant recently caught up with Steve Brill, vice president for retail and global B2C for UPS, to dig a bit deeper into the rationale behind the agreement. See what each side brings to the table, and the benefits created by the combined solution.

Tips for Converting Your Holiday Returns Into Sales

| Maria Haggerty

While the holiday returns can be a headache, ecommerce brands have an opportunity to use them to generate long-term loyalty and drive additional sales. Here are a few useful tips to help your ecommerce brand turn a traditionally stressful time of year into an opportunity to drive loyalty and first-quarter sales.

ecommerce returns

8 Ways to Lessen the Profit Impact of Ecommerce Returns

| Curt Barry

Ecommerce returns are a fact of life for multichannel merchants, but there are a number of creative ways to reduce their frequency – and the expense hit that goes straight to the bottom line. Here are 8 tips to help you do exactly that.

Gaining Perspective on Your Operational Performance

| Mike O'Brien

Meeting the demands of today’s always-on shopper has never been more challenging. So how can you gain a window into how you’re doing compared to others in the industry as you set your investment priorities? Multichannel Merchant’s exclusive benchmarking project with F. Curtis Barry & Co. will help you gauge your operational performance across key functional areas.