Rethinking Online Returns

Comparing the return policies and processes of top online retailers to shopper preferences

Return policies and processes continue to grow more important to online shoppers. By improving the consumer experience and bringing policy and procedure more closely in line with consumer expectations, it’s possible to turn what can be a problem for retailers into an advantage.

Reverse logistics is fast becoming a focus for both the marketing and logistics groups at most online retailers. While the logistics group sees the need for improving process efficiency, the marketing group looks to optimize the customer experience.

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