Smart Strategies For Omnichannel Returns

Retail returns policies are critical to consumer satisfaction. In the omnichannel environment, seamlessness and simplicity are paramount.

Management consulting firm Kurt Salmon reports that up to a third of Internet sales get returned.(1) That’s a particularly staggering statistic in light of the criticality of returns management.

• The UPS Pulse of the Online Shopper TM study con- ducted for UPS by comScore found that only 62 percent of consumers are satisfied with the ability to return an online purchase. (2)
• Kurt Salmon reports that the expense associated with returns can range from 20 to 65 percent of the cost of goods sold (COGS).

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