Let’s face it – having to return an item isn’t a great experience for anyone. For customers, it’s another step to go through before getting the item they really want. For retailers, it’s a costly process that cuts into margins.
But as e-commerce continues to become a preferred channel, returns have also grown exponentially. E-commerce generally sees three times as many returns as brick and mortar, and based on the present growth rate for returns, customers will return nearly $1 trillion in merchandise annually by 2027.
From the customer’s point of view, returns should be seamless. However, for retailers, they are anything but. At Publicis Sapient, we understand that championing returns requires a holistic view, balancing customer expectation with cost-effective strategies. Our Return Optimization solution takes a four-step approach to solving the biggest returns challenges retailers face today.