White Paper

Smart Strategies For Omnichannel Returns

Source: UPS
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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