Tag Archives: return policy

Is Encouraging Returns a Good Idea?

The returns policy of online retailers has a major impact on their level of success. See What Consumers Want in Returning Items and How Shoppers Use the Return Option for Online Purchases. Returns policies have become so important that we must ask: Is encouraging returns … Continue reading

Posted in Online Retailing, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing | Tagged , , , , | 1 Comment

Holiday Return Fraud Is Billions of Dollars

As we have noted before, customer fraud is a multi-billion headache for retailers. And return fraud is an especially tough issue with which to deal.  Just for the 2013 holiday shopping season, it is estimated that by the National Retail … Continue reading

Posted in Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , , , , | 1 Comment

Abusive Behavior by Customers: The Downside of a Liberal Return Policy

We know that shoppers have high expectations with regard to company return policies. They want the returns to be easy and convenient, the terms of the returns to be liberal, and refunds/exchanges to be quick. Return policies often come up … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , , , , , , , , | Leave a comment

Optimizing the Customer Return Policy

Whether it be the complexity of reverse logistics or the goal of holding down costs while satisfying customers, a good return policy is a real challenge for many retailers. Consider these observations from Mark Hayes, writing for Shopify:  “Having a … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , , , , , | 2 Comments

Return Policies as a Shopping Satisfier

As this photo shows, good return policies are a key to contented, loyal customers. Everyone wants to feel that they are treated properly. For a lot more advice about retailing practices from Tony Kadysewski, click the image.  

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment