Wrangling with returns: Making the process painless

Rachel Smith

Despite the popularity of e-commerce, many retailers have still not properly wrangled with the returns process, with it being both tedious for customers and economically wasteful for online retailers.

Dreaded returns. A blight on online customer experience, they cost customers time they can't afford to waste, businesses money they can't afford to lose and frustrate everyone. With costs mounting for all involved – including the environment – it’s time to reimagine what the returns process should look like.

In recent years, retailers have had to adapt to a new era of online shopping, but returns processes have failed to keep up. In a time where customers are spoiled for choice, a poor experience can have dire consequences for retailers, especially with customers growing accustomed to no-quibbles returns policies from...

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