Comments on: 13 Best Practices for Handling Web Returns http://www.palmerwebmarketing.com/blog/13-best-practices-for-handling-web-returns/ Ideas for Marketing in Web 2.0 Thu, 15 Jul 2010 20:21:11 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Linda Bustos http://www.palmerwebmarketing.com/blog/13-best-practices-for-handling-web-returns/comment-page-1/#comment-853 Linda Bustos Sat, 29 Dec 2007 19:23:14 +0000 http://www.palmerwebmarketing.com/blog/13-best-practices-for-handling-web-returns/#comment-853 Great post, Justin. This can be a toughie for consumer and retailer because of the time lag and the shipping costs. It's so much easier to walk into a store and get an immediate exchange or credit (did I say easier? LOL). Perhaps a bigger problem for retailers is return fraud. The NRF expects it to be about $3.7 Billion this year! Costco estimates about $100 million a year in fraudulent returns, mostly from people returning older tech gadgets for new models under it's no-questions-asked policy. Of course that was in phyisical and online locations, it could be that there were far less online returns because of shipping costs. I love the buy online return in store policy. American Apparel recently opened up in town and I keep buying the same sweat pants off their web site. Nowhere do they show a return-in-store policy on the web. Great post, Justin. This can be a toughie for consumer and retailer because of the time lag and the shipping costs. It’s so much easier to walk into a store and get an immediate exchange or credit (did I say easier? LOL).

Perhaps a bigger problem for retailers is return fraud. The NRF expects it to be about $3.7 Billion this year! Costco estimates about $100 million a year in fraudulent returns, mostly from people returning older tech gadgets for new models under it’s no-questions-asked policy. Of course that was in phyisical and online locations, it could be that there were far less online returns because of shipping costs.

I love the buy online return in store policy. American Apparel recently opened up in town and I keep buying the same sweat pants off their web site. Nowhere do they show a return-in-store policy on the web.

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