by Stephen May | Feb 14, 2022
Many businesses have ecommerce capabilities, but most need to improve the consumer experience surrounding return transactions. This may be expected following the rapid growth of online sales and omnichannel returns during 2020 and 2021. Retailers often treat the...
by Stephen May | Feb 3, 2022
The past few years delivered unprecedented growth in online shopping and a corresponding explosion in return rates. Ecommerce returns are now two to three times greater than returns for brick-and-mortar purchases. In 2021, one out of five of online purchases were...
by Stephen May | Jan 20, 2022
You may have noticed that your consumers tend to initiate returns after their online purchases more frequently than after their in-store shopping. On average, returns for ecommerce transactions are two to three times more likely than purchases made in brick-and-mortar...
by Stephen May | Dec 2, 2021
Retailers and consumers often think of the return process as straightforward. However, many unexpected roadblocks (both literal and figurative) can arise that affect both the retailer and the shopper. And research shows the financial impact of these roadblocks in the...
by Stephen May | Nov 22, 2021
In the long and winding history of ecommerce – from CompuServe’s founding in 1969 to Amazon selling its first book online (remember that?) in 1995 to Apple Pay’s introduction in 2014 – nothing made as instant of an impact as COVID-19 in 2020. While ecommerce was...
