Ask any retailer or consumer and they’ll agree on this point: ecommerce returns are a problem — albeit for diametrically opposed reasons.
The cost of returns keeps ecommerce operators awake at night — so much so that some large retailers have adopted a “just keep it” policy towards certain purchases, opting to issue a refund without asking for the merchandise back (a trend that may prove unsustainable for both margins and the environment if consumers come to expect it). Meanwhile, more than three in four (78%) consumers say they’ve had an inconvenient online returns experience recently, per Pitney Bowes latest BOXpoll survey.
