Managing Returns in Retail: Four Best Practices and How to Implement Them
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📘 Download our free ebook and discover how to master returns while boosting customer satisfaction, profitability, and sustainability.
Returns aren’t just a cost of doing business—they’re an opportunity for transformation. Learn how leading retailers are rethinking returns with practical, proven strategies.
Download the ebook
What’s Inside the Ebook?
- 🛍️ Omnichannel Returns That Delight Customers
How to offer flexible return options without increasing costs—and why a robust Order Management System (OMS) is the key to success. - 💡 Smarter Returns Policies
Explore how to segment return conditions based on customer profiles, item types, and logistics costs. See examples from brands like ETAM and Halara. - ⏱️ Faster Inventory Reintegration
Learn techniques to cut return processing times and reinject products into stock in under 48 hours. - ♻️ Circular Economy in Action
Discover how Nike, Patagonia, and IKEA are embracing second-hand, refurbishment, and recycling strategies to align with evolving customer values.
Why It Matters?
- 📦 30–40% of online purchases are returned, especially in fashion
- 💰 Each return costs retailers an average of €30
- 🌍 The second-hand market in Europe is worth € 32 B+ and growing fast. Retailers must now manage returns not just efficiently, but strategically.
Who Should Read This?
- Retail and e-commerce operations leaders
- Supply chain & logistics professionals
- Digital transformation managers
- Omnichannel and sustainability strategists
Why has returns management become a strategic priority for retailers?
Returns directly impact profitability, customer experience, and brand perception. As omnichannel commerce grows, shoppers expect easy, fast, and consistent return processes across all touchpoints.
What are the best practices to reduce return-related costs?
Leading retailers rely on a centralized OMS to manage returns, identify high-return or low-rotation products, optimize stock reintegration, and apply dynamic return policies tailored to each sales or return channel.
How does an OMS improve the customer experience when handling returns?
A smart OMS enables customized return options (in-store, drop-off, shipping), real-time return orchestration, and accurate promise execution (refunds, exchanges)—ensuring a seamless and reliable experience for every shopper.
What tangible benefits come from unified returns management?
Lower logistics costs, faster and smarter restocking, higher customer satisfaction, and stronger loyalty thanks to clear, flexible, and efficiently executed return policies.