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Retailers Turn to Digital Tools to Manage Post-Holiday Return Surge
- Retailers are turning to digital tools and strategies to manage the surge in post-holiday returns, which have put significant financial and logistical pressure on the industry.
- Hannah Bravo, CEO of Loop Returns, says that digital tools such as virtual try-ons, return portals and QR codes help to create a streamlined return system.
- The rise of e-commerce has led to a mass increase in returns that has been a costly process for retailers, with each return requiring manual unpacking, checking and restocking.
- “Bracketing”, in which customers order multiple sizes or variations with the intent of returning unwanted items, has increased the return volumes significantly. Digital tools are being leveraged to simultaneously reduce returns while maintaining high levels of customer satisfaction .
- “Holiday returns hit new highs this year, especially in cosmetics and personal care,” said Bravo. “However, returns in the following days grew more slowly than last year, suggesting retailers’ efforts to reduce returns are working.”
- Many retailers are implementing digital portals that offer an array of return options for consumers, including designated drop-off locations, shipping label alternatives like QR codes and scheduled pickup of returns.
- The “buy online, return in-store” model is becoming popular, allowing customers to return products locally. Retailers also benefit; they have better control over the returns process and reduced logistical challenges.
- PYMNTS recently discovered that the primary reasons for post-holiday returns often stem from products not meeting expectations, such as wrong sizes, damaged items, delayed deliveries or discrepancies between online images and actual products.
- Retailers can leverage digital tools to combat these issues, providing customers with useful and accurate product descriptions and images while using accurate delivery tracking and notifications to prevent late shipments.
- Digital tools can help retailers optimise their return processes while also enhancing the shopping experience for customers, tackling the rise of bracketing and keeping costs under control.
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