U.S. consumers are continuing to demand convenience, advanced mobile features, flexible shipping options and ease of product returns, according to the fourth annual UPS Pulse of the Online Shopper study.
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Returns processing is an extremely important part of the customer experience and the overall omnichannel shopping journey, yet it is often glossed over.
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.
And while the thought of returns might make a retailer shudder, planning ahead can actually help increase sales long term.
To take advantage of the new return/exchange service, customers can visit sears.com, click on the customer service link, choose “returns and exchanges” and follow the prompts to identify the item. For an exchange, they select a new item and get an email confirmation when the replacement is ready for pickup.
Once at the store, they park in a designated In-Vehicle Pickup spot, and notify the store of their arrival via the app. A timer will start on the phone, and a Sears associate will arrive within five minutes and complete the return or exchange.
