Yesterday, we highlighted some of the customer returns policies that most annoy shoppers. Now, we examine a proactive new strategy for customer returns.
No-Return Returns: Proactive New Strategy for Customer Returns
As we noted in our prior post, the greatest “pain point” when returning goods is taking a package to a drop-off facility. With the impact of the pandemic on the supply chain, shoppers are getting some interesting relief from large online retailers.
For this discussion, we turn to Adriana Nunez, reporting for Business Insider:
Amazon, Target, Walmart, and other larger retailers will issue refunds and let customers keep some holiday purchases they intend to return. Per the Wall Street Journal.
Some companies use AI to decide if a product is economically worth completing returns processing. Others let customers keep products the sellers don’t plan to resell. This move comes after a booming E-commerce holiday season.
Forgoing returns processing for some items is a good cost-saving tactic. AND it might also prevent strain on logistics systems. Processing online returns can cost anywhere between $10 and $20. And that’s not taking into consideration freight charges.
In addition, most consumers will appreciate the gesture. Thus strengthening customer loyalty for retailers.
U.S. E-tailing is expected to continue growing for the foreseeable future. As a result, no-return returns policies may last a while. 🙂