returns process

Returns Should Not Be Just a Business Cost: Report

| Mike O'Brien

Despite all the attention paid to skyrocketing returns, most retailers in 2022 still treat them as simply the cost of doing business instead of as a strategic focus area and opportunity for a stepped-up customer experience, and the numbers of a new report bear out that approach.

Amazon Prime box feature

Amazon Testing Pricier UPS Option for 3P Seller Returns

| Mike O'Brien

Amazon is testing a program that will require sellers who fulfill their own returns to offer UPS as a return shipping option for customers, in addition to the less expensive U.S. Postal Service they had been using exclusively. The test will run Sept. 5-Oct. 2 in order to “understand buyer behavior,” Amazon said. Naturally, sellers are not amused.

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Returnless Refunds, the Rise and Risks

| Diana Edmonds

For lower-priced products or some less expensive bulky items, returnless refunds can be cheaper than shipping the item back, restocking, selling and shipping again. But this also has its own risks, with the potential to encourage malicious shopper behavior and opening another avenue for scammers trying to score free stuff. 

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Dealing With Home Improvement Returns Season

| Scott Huddle

Home improvement shopping season is in full swing. Unfortunately, spring is also a sign that retailers are entering one of the most logistically challenging and costly returns seasons of the year. Here is a review of major returns issues following home improvement season, and what retailers can do to mitigate the fallout.

Happy Returns bar Ulta Beauty feature

Happy Returns Free for PayPal Checkout Merchants

| Mike O'Brien

PayPal is extending returns services through its Happy Returns unit for free to all PayPal Checkout merchant customers, while also naming Ulta Beauty as an in-store returns bar partner, adding 1,300 locations and bringing the total to more than 5k in the U.S. The returns portal is also localized to 8 languages for EU and Canada.

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Narvar Offers Ecommerce Returns Home Pickup

| Mike O'Brien

Narvar is letting retailers offer customers the convenience of home pickup of returns within one to 10 days for a convenience fee, a service that was piloted at 70 companies in Q4. The home pickup service is currently offered in San Francisco, New York, Los Angeles, Chicago and Houston, with plans to expand to about 100 more markets.

ecommerce returns

Ecommerce Returns: Cost Center or Competitive Advantage?

| Rafael Lourenco

However unsatisfactory the returns process is now it gives businesses an incredible opportunity to build loyalty and delight customers. By optimizing it for convenience, and by taking steps to reduce the risk of returns fraud, you can create a better experience for customers to win and keep their loyalty.

ecommerce returns feature

Ecommerce Returns: Reducing the Profit Hit

| Brian Barry

For decades, studies show a high percent of customers feel ease of returning products impact their purchasing decisions. “Free” returns shipping makes shopping even more attractive. Who wants to buy a product that can’t be returned or carries onerous conditions? Here are 7 ways to lessen the profit impact of ecommerce returns.

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Optoro Raises $25M, Led By Zebra Technologies

| Mike O'Brien

Optoro, provider of returns services for retail and ecommerce, has raised $25 million in a funding round led by Zebra Technologies, whose handheld scanning devices run Optoro software for processing returns in store and in warehouses, giving Optoro access to Zebra’s large customer base (photo credit: The Wilson Post)

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Avoiding Ecommerce Return Fraud This Holiday Season

| Yohanna Andom

Flexible returns policies increase customer confidence, especially for ecommerce purchases, which is why savvy marketers dedicate themselves to ensuring an easy process. However, this frictionless approach also opens the door to those looking to exploit it. Here’s how to deal with ecommerce return fraud this holiday season.