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Are Retailers Getting Returns Under Control?

March 15, 2023

A study finds 69 percent of retailers treat returns as a cost of doing business, with only 19 percent having a strategic returns program in place.

The study from Incisiv found most retailers lack clearly defined metrics to measure their returns performance. Retailers are also failing to leverage tech solutions that could reduce returns, such as providing feedback on attributes like size and fit or improving customer satisfaction with the returns process, by enabling shoppers to schedule return pickup or track return/refund status.

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