Скачать или смотреть What 's going on with eCommerce returns?

What’s up with eCom Returns?

As eCommerce continues to grow (yes, it continues to grow and is expected to continue growing faster for the next decades at least), returns volumes are growing too, creating a challenging issue for companies to resolve as consumers have been used to certain policies.

Why returns are important now more than ever…?

I call it "The Triangle of Returns: Margin, Regulations, Consumers"

🤑 Margin: eCommerce sales growth will continue but we will see slower growth, the companies will have to improve their operations to improve margin and return is one clear area with a lot of leverage for financial improvement, from minimizing destroyed products to reCommerce.

👮‍♀‍ Regulations: Governments are working in Europe, US in order to improve the regulations to minimize the waste and environmental impact of products being returned and destroyed.

😀 Consumers: The return experience is critical for conversion (75% of consumers check return policies before buying), retention (refund experience is tied to the return experience, 62% of consumers experiencing a bad return experience will not buy from the company again), and loyalty (Companies that claim to be more responsible need to also tackle the topic of returns and minimize the destruction of products in order to support their bigger purpose of sustainability)