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The Coronavirus pandemic has changed the way that consumers are choosing to shop. E-commerce boomed during 2020 and, as lockdowns, stay-at-home orders, and safety measures continue to affect many parts of the world, the popularity of online shopping is set to stay.

With shopping from home now the norm, brands and retailers must also consider how they can retrieve unwanted products from their customers. To meet consumer demands, the returns process must be as quick, easy, and convenient as order deliveries. Just as options such as postal point pick-ups, package lockers, and home delivery is available for outbound, the same multi-channel approach is also highly valuable as part of a return operation.

Preferences for returns during, and after, the pandemic…

We conducted a study with consumers from the United Kingdom which revealed that the majority, 38% of those questioned, would prefer a…

Source: Mikhail Nilov,

Online marketplaces are quickly dominating the retail sphere. With ecommerce only becoming more popular as time goes on, in every sector, from fashion and apparel to electronics and homeware, this trend is set to stay.

Research showed that in 2019, 57% of all online sales took place via a digital marketplace. Since then, the Covid-19 pandemic has seen unprecedented amounts of people turning to online shopping to fulfill their consumer needs due to public health measures that have kept people home more often. Therefore, it’s likely to assume that this figure has risen since then and that online marketplaces now host the most online transactions by a considerable amount.

Industry insiders have noted that these platforms are attractive not only to consumers, but retailers too. Offering an opportunity for shoppers to access a number of…

Source: Kampus Production,

Returned products are often viewed as lost sales, and the process of returns seen frequently as a cost-draining operation. However, this is only the case when brands do not embrace returns by investing more in reverse logistics.

An optimized returns flow can actually, in many cases, delivery an array of benefits for retailers. A crowd-pleasing returns policy, conducted well, can build customer lifetime value and secure future sales. Resulting in protected profit margins, less product waste, and a bolstered brand image.

Returns can no longer be overlooked, especially when customers are increasingly expecting this process to be as quick, easy…

Source: cotton bro,

As returns are the last touchpoint customers have with you during a sales transaction, their experience here can highly influence their lasting impression of your brand. That’s why it’s important to understand the wants and needs of your consumer base. In order to craft a return policy that caters to their desires, while also adding value to your aftersales operation.

Integrating customer-centered features not only increases your brand image and maintains high customer satisfaction levels, but it can also save time, protect profit margins and inform future product and service improvements.

What are some examples of customer favorite features?

  • Free returns
  • Fast refund lead times
  • Transparency about the status of a return
  • Good customer service communication channels
  • A flexible return policy with an extended think-time
  • A variety of ways to return, whether this be in-store, online, via a local postal drop-off location
  • Greener return options such as paperless labels, an environmentally conscious transport network, and second-life opportunities for returned items

The Ecommerce boom of 2020 reached its peak during the holiday season, with more people shopping online than ever before. Naturally, increased order numbers resulted in higher return volumes.

Source: Pavel Danilyuk,

Ringing in the new year, many retailers are now facing a wave of post-holiday returns. Causing increased demand and pressure on customer experience management, logistics networks, and warehouse activities, among various other operations.

A recent study has shown that this year, over 70% of online shoppers predict they will return a portion of their holiday orders.

Handling peak season volumes is always a challenge. Yet, with the right support, know-how, and tools, retailers can secure a returns flow that works for both the brand and customers year-round, even during the busiest of seasons.

Read on to learn some of our…

Just a few tweaks to your existing returns flow could facilitate a greener operation.

Source: ready made,

The production and sale of newly produced consumer items is not a sustainable practice. The manufacturing, transportation, and packaging of these goods alone are impactful on the environment. A process that not only requires many materials, but also vast amounts of energy, which often derive from non-renewable resources. Lately, there has been a lot of discussion on how e-commerce especially can be made more sustainable. In one survey, over 80% of participants felt that companies should be more committed to improving the environmental impact of their trade. One factor raised here in relation to commerce is the role that returns…

Experts in global returns management and reverse logistics.

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