{"id":28973,"date":"2021-11-23T13:00:17","date_gmt":"2021-11-23T20:00:17","guid":{"rendered":"https:\/\/paladinpointofsale.com\/retailscience\/home\/?p=28973"},"modified":"2025-09-22T15:10:19","modified_gmt":"2025-09-22T22:10:19","slug":"many-happy-retail-returns","status":"publish","type":"post","link":"https:\/\/paladinpointofsale.com\/retailscience\/home\/many-happy-retail-returns\/","title":{"rendered":"Many Happy Retail Returns"},"content":{"rendered":"

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.16″ background_color=”rgba(0,0,0,0.29)” global_colors_info=”{}”][et_pb_fullwidth_post_title meta=”off” featured_placement=”background” _builder_version=”4.16″ title_font=”|700||on|||||” title_text_color=”#ffffff” title_font_size=”30px” background_color=”rgba(0,0,0,0.15)” background_enable_image=”off” background_blend=”color” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ text_orientation=”center” custom_padding=”15%||15%” z_index_tablet=”0″ title_text_shadow_horizontal_length_tablet=”0px” title_text_shadow_vertical_length_tablet=”0px” title_text_shadow_blur_strength_tablet=”1px” meta_text_shadow_horizontal_length_tablet=”0px” meta_text_shadow_vertical_length_tablet=”0px” meta_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” text_shadow_style=”preset2″ parallax_effect=”on” module_bg_color=”rgba(255,255,255,0)” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”][\/et_pb_fullwidth_post_title][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”0px|0px|18.95px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Retailers have many reasons” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]Retailers have many reasons to rejoice this holiday season.\u00a0Shoppers are returning to the stores\u00a0in droves\u00a0and spending\u00a0is\u00a0expected to climb. Experts are forecasting an increase of anywhere from 7%\u00a0to 10.5% over 2020, a jump of historical proportions considering the past five years it averaged 4.4%.\u00a0However, with the increase in sales comes an increase in retail returns. Last year, returned merchandise accounted for just over 10% of total sales, or $428 billion. That means stores need to focus on return policies to handle the post-holiday influx\u00a0much more than in the past.<\/span>\u00a0<\/span><\/p>\n

Luckily, retail returns\u00a0provide stores a chance to flex their customer service muscles and turn disappointed shoppers into\u00a0happy,\u00a0loyal customers.<\/span>\u00a0<\/span>
\n[\/et_pb_text][et_pb_text admin_label=”Returns on the Rise” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Returns on the rise<\/h2>\n

The\u00a0rise\u00a0in merchandise returned to stores can\u00a0be\u00a0closely\u00a0traced to the\u00a0increase\u00a0in e-commerce\u00a0and the huge jump\u00a0it took\u00a0during the pandemic. Many brick-and-mortar retailers added e-commerce shopping options to keep the cash registers ringing while their doors were closed. <\/span><\/span>Online spending\u00a0increased\u00a0over 32% in 2020 in the United States\u00a0which\u00a0accounted for 14% of total sales.<\/span>\u00a0<\/span><\/p>\n

While that spending was a boon to retailers struggling to stay afloat during the pandemic closures, returns\u00a0of e-commerce items\u00a0more than doubled from 2019 and were a major driver of overall retail returns.<\/span>\u00a0<\/span><\/p>\n

\u201cLast year, we saw an increase in returns of online purchases as the pandemic forced more consumers to shop online,\u201d said Mark Mathews, NRF\u2019s vice president of research development and industry analysis. \u201cRetailers view the return process as an opportunity to further engage with customers, as it provides additional points of contact for retailers to enhance the overall consumer experience.\u201d\u202f<\/span>\u00a0<\/span><\/p>\n

Return fraud complicates the explosive increase in the number of retail returns. Last year, approximately 7.5% of the returns were fraudulent to the tune of $102 billion.<\/span><\/p>\n

 <\/p>\n

Top E-commerce Return Rate Statistics<\/h2>\n

In 2020, return deliveries were estimated to cost $550 billion.
\n[\/et_pb_text][et_pb_counters _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_counter percent=”48″ bar_background_color=”#cc6633″ _builder_version=”4.16″ _module_preset=”default” title_text_color=”#3e5062″ title_font_size=”18px” background_enable_video_mp4=”on” background_enable_video_webm=”on” global_colors_info=”{}” bar_background_color_default=”#1c2c35″ use_percentages=”on”]Online Shoppers who returned a purchase in the last 12 months[\/et_pb_counter][et_pb_counter percent=”40″ bar_background_color=”#cc6633″ _builder_version=”4.16″ _module_preset=”default” title_text_color=”#3e5062″ title_font_size=”18px” background_enable_video_mp4=”on” background_enable_video_webm=”on” global_colors_info=”{}” bar_background_color_default=”#1c2c35″ use_percentages=”on”]Retailers Who Adjusted Their Return Policies During the Pandemic[\/et_pb_counter][et_pb_counter percent=”40″ bar_background_color=”#cc6633″ _builder_version=”4.16″ _module_preset=”default” title_text_color=”#3e5062″ title_font_size=”18px” background_enable_video_mp4=”on” background_enable_video_webm=”on” global_colors_info=”{}” bar_background_color_default=”#1c2c35″ use_percentages=”on”]Percentage of Online Purchases the end up Returned[\/et_pb_counter][et_pb_counter percent=”44″ bar_background_color=”#cc6633″ _builder_version=”4.16″ _module_preset=”default” title_text_color=”#3e5062″ title_font_size=”18px” background_enable_video_mp4=”on” background_enable_video_webm=”on” global_colors_info=”{}” bar_background_color_default=”#1c2c35″ use_percentages=”on”]Consumers in 2020 Expressing Hesitancy to Purchase Online Because of Return Worries[\/et_pb_counter][et_pb_counter percent=”73″ bar_background_color=”#cc6633″ _builder_version=”4.16″ _module_preset=”default” title_text_color=”#3e5062″ title_font_size=”18px” background_enable_video_mp4=”on” background_enable_video_webm=”on” global_colors_info=”{}” bar_background_color_default=”#1c2c35″ use_percentages=”on”]Online Shoppers Who Say Return Experience Affects Their Likelihood of Repeat Purchases[\/et_pb_counter][\/et_pb_counters][et_pb_text admin_label=”Bad behavior” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Bad online shopping behavior<\/h2>\n

Free shipping, especially free return shipping, offered by Amazon and other e-commerce giants is partly responsible for the exponential growth of retail returns.<\/span><\/p>\n

It\u00a0has\u00a0also\u00a0led to some bad online shopping behavior such as bracketing purchases.\u00a0That\u2019s when\u00a0customers\u00a0buy\u00a0two or three sizes\u00a0of the same product\u00a0to make sure they get something that fits. Then they\u00a0return the items\u00a0they don\u2019t want.<\/span><\/p>\n

A survey from\u00a0Navar, a\u00a0direct-to-consumer\u00a0customer experience platform,\u00a0found that more than 60% of shoppers are bracketing online purchases knowing they will return most of the purchases.\u00a0The\u00a0study shows that\u00a0practice\u00a0has increased\u00a050%\u00a0over three years.<\/span><\/p>\n

Average return rates vary by category, but apparel typically has the highest rates with 30 to 40 percent returned.<\/span>\u00a0<\/span> \u201cShoppers return 5 to 10% of what they purchase in stores,\u00a0but 15 to 40% of what they buy online,\u201d David Sobie, co-founder and CEO of Happy Returns tells\u00a0<\/span>CNBC<\/span><\/i>.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”More learned behavior ” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

More\u00a0learned behavior<\/h2>\n

During the pandemic, many businesses adopted\u00a0programs like\u00a0click-and-collect,\u00a0buy online,\u00a0pickup in-store (BOPIS)\u00a0and buy online, return in-store (BORIS)\u00a0to remain operational.\u00a0These\u00a0programs combine online purchases and at-location pickup.<\/span>\u00a0<\/span> While these programs successfully kept many businesses\u00a0running,\u00a0they also opened\u00a0them\u00a0up to\u00a0new\u00a0kinds\u00a0of return fraud. The retail industry loses about $24 billion annually to return fraud.<\/span>\u00a0<\/span><\/p>\n

\u200b<\/h2>\n

[\/et_pb_text][et_pb_text admin_label=”Returns are a good thing” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Returns are a good thing<\/span><\/b>\u00a0<\/span><\/h2>\n

While taking merchandise returns isn\u2019t exactly the\u00a0objective of retail sales, they aren\u2019t the worst thing for a business.\u00a0Retail returns\u00a0provide\u00a0stores a chance to show off their customer service skills and\u00a0are ways\u00a0to\u00a0get to\u00a0know their shoppers better.<\/span>\u00a0<\/span><\/p>\n

\u200b<\/h2>\n

[\/et_pb_text][et_pb_blurb title=”The most loyal customers often make the most returns.” use_icon=”on” font_icon=”||divi||400″ icon_color=”#cc6633″ icon_placement=”left” admin_label=”Blurb – The most loyal” _builder_version=”4.16″ _module_preset=”default” header_text_color=”#3e5062″ animation_style=”fade” animation_delay=”500ms” global_colors_info=”{}”]Makes sense, right? They buy\u00a0<\/span>the most<\/span>\u00a0products, so they\u2019re going to purchase the wrong size, color, or product\u00a0<\/span>once in a while<\/span>. Having a fast and friendly return process is going to keep them happy. As the age-old retail\u00a0<\/span>axiom goes<\/span>:<\/span>\u00a0<\/span>I<\/span>t\u00a0<\/span>costs<\/span>\u00a0five times as much to win a new customer as it does to retain a good one.<\/span><\/span>\u00a0<\/span>
\n[\/et_pb_blurb][et_pb_blurb title=”Retail returns can be managed and mitigated.” use_icon=”on” font_icon=”||divi||400″ icon_color=”#cc6633″ icon_placement=”left” admin_label=”Blurb – Retail returns” _builder_version=”4.16″ _module_preset=”default” header_text_color=”#3e5062″ animation_style=”fade” animation_delay=”500ms” global_colors_info=”{}”]It doesn\u2019t take a lot of planning to develop a fast and fair return policy that can easily be communicated to retail staff.<\/span>\u00a0If it<\/span>\u2019s<\/span>\u00a0<\/span>managed<\/span>\u00a0through a comprehensive POS system, the purchases, the merchandise and the customer\u00a0<\/span>can all be tracked.<\/span><\/span>\u00a0<\/span>[\/et_pb_blurb][et_pb_blurb title=”Returns are an opportunity to turn occasional shoppers into loyal customers.” use_icon=”on” font_icon=”||divi||400″ icon_color=”#cc6633″ icon_placement=”left” admin_label=”Blurb – Returns are an opportunity” _builder_version=”4.16″ _module_preset=”default” header_text_color=”#3e5062″ animation_style=”fade” animation_delay=”500ms” global_colors_info=”{}”]Whether sales are made in-store or online,\u00a0<\/span>retail returns<\/span>\u00a0give merchants a chance to develop a relationship with the customers. It provides an opportunity to gather information about the shopper which can be used to cultivate more business<\/span>\u00a0for rewards programs or special offers<\/span>.<\/span><\/span>\u00a0<\/span>[\/et_pb_blurb][et_pb_blurb title=”Returns create opportunities to upsell or make additional sales.” use_icon=”on” font_icon=”||divi||400″ icon_color=”#cc6633″ icon_placement=”left” admin_label=”Blurb – Returns create” _builder_version=”4.16″ _module_preset=”default” header_text_color=”#3e5062″ animation_style=”fade” animation_delay=”500ms” global_colors_info=”{}”]The Connected Shoppers Report from Salesforce shows that 67% of customers admit they bought another item while returning a product.<\/span>\u00a0Those peripheral sales are largely dependent on a\u00a0<\/span>customer-<\/span>friendly return policy.<\/span><\/span>\u00a0<\/span>[\/et_pb_blurb][et_pb_text admin_label=”Customer Return Policies” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Customer Return Policies\u00a0<\/span><\/h2>\n

Every\u00a0store should\u00a0develop\u00a0a return policy before it sells a single item because\u00a0roughly 10% of\u00a0everything\u00a0sold will be returned.<\/span>\u00a0<\/span><\/p>\n

“We recommend retailers keep their return policies as simple and seamless as possible to earn customer goodwill, rather than making them difficult in the hope of preventing some returns,” Sridhar said. “The long-term customer goodwill earned is likely to easily offset any short-term gains by preventing returns.” <\/span>\u00a0<\/span><\/p>\n

A store\u2019s return policy needs to be clear, easy to understand by both customers and staff, and effectively communicated.<\/span>\u00a0<\/span><\/p>\n

The effectively communicated portion of the solution is simple. It needs to be posted at every checkout counter and, with the help of a\u00a0point-of-sale\u00a0provider,\u00a0printed\u00a0on every receipt. Putting it on receipts automatically eliminates potential conflicts.<\/span>\u00a0<\/span><\/p>\n

There are a few basic rules\u00a0that\u00a0stores can incorporate in their retail return policies.<\/span>\u00a0<\/span><\/p>\n

\u200b
\n[\/et_pb_text][et_pb_text admin_label=”Receipts are key” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Receipts\u00a0are key\u00a0<\/span><\/h2>\n

Stores must first decide\u00a0whether\u00a0or not\u00a0receipts are\u00a0required\u00a0for\u00a0retail\u00a0returns.\u00a0Receipts prove\u00a0where merchandise was\u00a0purchased\u00a0and\u00a0allow\u00a0a\u00a0store to accurately track\u00a0its\u00a0merchandise and transactions.\u00a0Two rules of thumb about receipts are:<\/span>\u00a0<\/span>[\/et_pb_text][et_pb_blurb title=”No returns or exchanges without receipts. ” use_icon=”on” font_icon=”||divi||400″ icon_color=”#cc6633″ icon_placement=”left” admin_label=”Blurb – No returns” _builder_version=”4.16″ _module_preset=”default” header_text_color=”#3e5062″ animation_style=”fade” animation_delay=”500ms” global_colors_info=”{}”][\/et_pb_blurb][et_pb_blurb title=”Returns without receipts are accepted, but only for store credit. ” use_icon=”on” font_icon=”||divi||400″ icon_color=”#cc6633″ icon_placement=”left” admin_label=”Blurb – Returns without” _builder_version=”4.16″ _module_preset=”default” header_text_color=”#3e5062″ animation_style=”fade” animation_delay=”500ms” global_colors_info=”{}”][\/et_pb_blurb][et_pb_text admin_label=”The National Retail Federation” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]The National Retail Federation suggests stores require a receipt for a refund to defend themselves against fraud.<\/span>\u00a0An NRF survey found that 10% of returns are made without receipts and 10% of those were fraudulent return<\/span>s.<\/span><\/span>\u00a0<\/span>[\/et_pb_text][et_pb_text admin_label=”Identification builds customer relations ” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Identification\u00a0builds\u00a0customer\u00a0relations<\/h2>\n

Many businesses require customers to have some form of identification when they return products.\u00a0A driver\u2019s license or state-issued ID card are examples.\u00a0For stores\u00a0operating on\u00a0point-of-sale systems, this allows them to identify customers who return products often.\u00a0It also:<\/span>\u00a0<\/span><\/p>\n

    \n
  • Protects\u00a0against\u00a0return fraud.<\/span>\u00a0<\/span><\/li>\n
  • Allows stores\u00a0to\u00a0collect information about their customers.<\/span>\u00a0<\/span><\/li>\n
  • Helps stores identify regular shoppers,\u00a0which\u00a0can lead to\u00a0a\u00a0better relationship with their customers.<\/span><\/li>\n
  • Helps stores streamline their return policies which makes them more customer friendly.<\/span><\/span>\u00a0<\/span><\/li>\n<\/ul>\n

    [\/et_pb_text][et_pb_testimonial author=”Charles Owen” job_title=”Chief Experience Officer” company_name=”Paladin Data Corporation” quote_icon_color=”#FFFFFF” quote_icon_background_color=”#3e5062″ _builder_version=”4.16″ _module_preset=”default” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”]\u201c<\/span>With a POS system, the cool thing is you don\u2019t have to have a receipt to get a refund. If<\/span>\u00a0a customer is in your system, all their sales history is recorded. If a customer isn\u2019t in your system, you ask for a driver\u2019s license, scan it and, boom<\/span>, they\u2019re in your system and you have a relationship with them. <\/span>You want to make returns as stress-free as possible<\/span>\u00a0for the consumer. That\u2019s the kind of experience you want your stores to have with consumers. You give\u00a0<\/span>them that personal touch. You want to have that personal relationship with them.\u201d<\/span><\/span>\u00a0<\/span>[\/et_pb_testimonial][et_pb_text admin_label=”Time ” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

    Time<\/h2>\n

    Many stores, especially during the holidays,\u00a0add a time limit\u00a0to their return policy.\u00a0<\/span>Returns of online purchases during the 2020 holidays increased 41% over the previous year, so requiring products to be returned with 14, 30, 60,\u00a0or 90 days can help stores\u00a0maintain some\u00a0level\u00a0of\u00a0sanity in their inventory management and bookkeeping.<\/span>\u00a0<\/span><\/p>\n

    Items Most Returned<\/h2>\n

    A National Retail Federation survey found that for every $1 billion in sales, the average retailer incurs $106 million in merchandise returns.<\/span><\/span>\u00a0<\/span>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_number_counter title=”Auto Parts” number=”19.4%” admin_label=”Auto parts” _builder_version=”4.16″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”][\/et_pb_number_counter][et_pb_number_counter title=”Housewares” number=”11.5%” admin_label=”Housewares” _builder_version=”4.16″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”][\/et_pb_number_counter][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_number_counter title=”Apparel” number=”12.2%” admin_label=”Apparel” _builder_version=”4.16″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”][\/et_pb_number_counter][et_pb_number_counter title=”Footwear” number=”9.1%” admin_label=”Footwear” _builder_version=”4.16″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”][\/et_pb_number_counter][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_number_counter title=”Home Improvement” number=”11.5%” admin_label=”Home Improvement” _builder_version=”4.16″ _module_preset=”default” title_text_color=”#ffffff” number_text_color=”#FFFFFF” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”][\/et_pb_number_counter][et_pb_number_counter title=”Sporting Goods” number=”7.6%” admin_label=”Sporting Goods” _builder_version=”4.16″ _module_preset=”default” title_text_color=”#ffffff” number_text_color=”#FFFFFF” background_color=”#3e5062″ background_layout=”dark” global_colors_info=”{}”][\/et_pb_number_counter][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”Tender” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” vertical_offset_tablet=”0″ horizontal_offset_tablet=”0″ z_index_tablet=”0″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength_tablet=”1px” link_text_shadow_horizontal_length_tablet=”0px” link_text_shadow_vertical_length_tablet=”0px” link_text_shadow_blur_strength_tablet=”1px” ul_text_shadow_horizontal_length_tablet=”0px” ul_text_shadow_vertical_length_tablet=”0px” ul_text_shadow_blur_strength_tablet=”1px” ol_text_shadow_horizontal_length_tablet=”0px” ol_text_shadow_vertical_length_tablet=”0px” ol_text_shadow_blur_strength_tablet=”1px” quote_text_shadow_horizontal_length_tablet=”0px” quote_text_shadow_vertical_length_tablet=”0px” quote_text_shadow_blur_strength_tablet=”1px” header_text_shadow_horizontal_length_tablet=”0px” header_text_shadow_vertical_length_tablet=”0px” header_text_shadow_blur_strength_tablet=”1px” header_2_text_shadow_horizontal_length_tablet=”0px” header_2_text_shadow_vertical_length_tablet=”0px” header_2_text_shadow_blur_strength_tablet=”1px” header_3_text_shadow_horizontal_length_tablet=”0px” header_3_text_shadow_vertical_length_tablet=”0px” header_3_text_shadow_blur_strength_tablet=”1px” header_4_text_shadow_horizontal_length_tablet=”0px” header_4_text_shadow_vertical_length_tablet=”0px” header_4_text_shadow_blur_strength_tablet=”1px” header_5_text_shadow_horizontal_length_tablet=”0px” header_5_text_shadow_vertical_length_tablet=”0px” header_5_text_shadow_blur_strength_tablet=”1px” header_6_text_shadow_horizontal_length_tablet=”0px” header_6_text_shadow_vertical_length_tablet=”0px” header_6_text_shadow_blur_strength_tablet=”1px” box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

    <\/h2>\n

     <\/p>\n

    Tender<\/h2>\n

    How stores provide refunds can vary depending\u00a0on\u00a0whether or not\u00a0a customer has a receipt. They can be:<\/span>\u00a0<\/span><\/p>\n

      \n
    • An even exchange \u2013 returning the wrong item or a defective item for a new one<\/span>\u00a0<\/span><\/li>\n
    • A cash\u00a0refund<\/span>\u00a0<\/span><\/li>\n
    • A refund on a credit or debit card purchase<\/span>\u00a0<\/span><\/li>\n
    • A refund for store credit<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

      Restrictions<\/h2>\n

      The fewer restrictions, the better the policy. However,\u00a0the return\u00a0of\u00a0discounted items, close-outs, or in-stock merchandise\u00a0should be clearly spelled out in the retail return policy.<\/span>\u00a0<\/span><\/p>\n

      Takeaway<\/h2>\n

      The way a store handles its retail returns is a direct reflection of its customer service. A smooth, streamlined policy is going to result in more happy customers and more business.<\/span>\u00a0<\/span>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Author” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

      brian bullock\u00a0<\/span><\/h3>\n

      Author<\/span> [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

      How a store handles its retail returns is a reflection of its customer service. 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