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.
What were some of the major themes in handling holiday 2015 returns?
Patrick Allard, VIce President of Sales and Business Development for Newgistics, recently spoke with Multichannel Merchant Senior Editor Mike O’Brien on what his company observed from working with its 450+ retail customers, including the growth in ecommerce returns processing and the impact of trends like free returns and other perks offered by retailers.
StellaService finds returns processing times are shrinking, especially during the holidays, as more retailers make it a focus of the customer experience.
With many consumers large and small finding that not everything Santa brought was exactly what they wanted, UPS said it expects to handle 4 million returns packages by the end of the first week in January, up 15% from 3.5 million in 2013. The company estimated this deluge of reverse logistics hit a peak of 800,000 packages on Jan. 6.
Innotrac is expanding its quantitative and qualitative studies of retail shipments and returns to include the pre-Christmas rush as well as Cyber Monday.
UPS’s Melanie Alavi talks about the ecommerce customer experience at IRCE 2013 with Tim Parry of Multichannel Merchant. Alavi also discusses the results of the 2013 UPS Pulse of the … Continue Reading →