How Retailers Are Rethinking the Pain Point That Is Returns

Despite the pandemic, in-store options are in vogue

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January is traditionally a big month for returns as consumers emerge from their post-holiday slumber and begin tackling errands once more.

With a well-documented rise in online shopping throughout 2020, you’d be correct in assuming returns have also seen an uptick. According to return platform GoTRG, ecommerce returns were up 76% this holiday season compared to the year prior.

That’s in part because shipping delays prompted some consumers to make additional purchases to ensure their loved ones had presents to open, which Thomas O’Connor, senior director and analyst at research firm Gartner, noted naturally yields more returns.

But as seamless as retailers can make the shopping experience, returns remain an unavoidable pain point.



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