Here is a little-known fact among online retailers: the return touchpoint is central to building brand value and to grow customer lifetime value.
While many retailers view returns as an aftermath of a transaction, we argue that the return touchpoint is central today to the purchasing decision.
As a matter of fact, we surveyed over 1,000 consumers to understand what they expect in terms of return experience. It is not surprising for us to find out that most consumers benchmark the level of convenience against what Amazon and other large retailers offer in terms of return experience.
What do shoppers expect from their online return experience? How does the return experience impact their behaviour? Here are the key data points at a glance: