Publisher: NRF & Happy Returns
Published Date: Sep 2024

Today’s customer journey includes an increasingly important landmark: Returns. Whether it’s considering return policies before making a purchase, embracing omnichannel return options or deciding to become a repeat customer based on a returns experience, consumers are influenced by returns at nearly every decision point in the path to purchase. Retailers are responding by investing in a variety of innovative returns options. But, at the same time, they are facing growing costs for managing and processing returns. This is only complicated by the prevalence of fraudulent and abusive returns practices. To understand this shifting landscape, NRF and Happy Returns, a UPS company, explored both consumer and retailer perspectives and priorities for the returns experience.

Publisher: DHL
Publish Date: Aug 2024

How can your business create a seamless delivery and returns experience?

Publisher: Bidpath / RLA
Author: Dan Main / Cathy Roberson
Publish Date: 2024

This survey set out to look at 4 key areas across 19 questions in order to identify the profile of respondents, their process, inventory and priorities. A key priority for managing retail returns is to ensure that as few items as possible end up being recycled or landfilled, by instead ensuring they are resold or reused

Publisher: GoTRG
Published Date: 2023

This report reveals that retail returns hit $743 billion in 2023. Retailers are responding to the escalating costs by shifting strategies to be less consumer-centric, focusing instead on 1) reducing returns costs and 2) improving recovery rates through technology and third-party partnerships. goTRG predicts that managing returns will become increasingly crucial for improving customer satisfaction and operations.