The Returning Conundrum

Returns is an integral part of the customer proposition.

For customers it is one of the most important factors when considering a purchase or choice of retailer. For the retailer, providing the right level of service is a ‘hygiene’ factor whilst managing the process internally can both make or destroy the brand’s relationship with its customers.

This report is done in collaboration with IMRG. 

In this document we cover: 

– How return rates vary by sector

– Consumer return habits

– How the pandemic has influenced consumer return expectations

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