Unravelling the hidden costs: effective management of customer returns

In the fast-paced world of online retail, customer returns have become a significant challenge, often eroding profit margins, and inflating operational costs.

This webinar will explore the hidden costs of returns and provide actionable strategies to manage them effectively. We will delve into industry norms, examining common return policies and their impact on customer loyalty and profitability.

Attendees will learn best practices for processes and data analytics to optimise returns, streamline operations, reduce the volume of goods being sent back and balance customer satisfaction with operational efficiency. This session is essential for retailers seeking to enhance profitability, while maintaining a competitive edge in e-commerce.

 

Key takeaways

• Balancing Customer Satisfaction and Profitability
  • Examine strategies to meet customer expectations for hassle-free returns while minimising their financial impact.
  • What do customers want from returns in terms of charges, sustainability, speed and convenience?
  • Is there enough customer understanding about the ‘what and why’ of sending items back and how this influences attitudes towards charging for returns?
  • Discuss innovative approaches, such as flexible policies or incentives for exchanges, that enhance customer loyalty without compromising margins.  
• Industry Standards and Best Practices in Return Policies
  • Review current benchmarks and successful practices in e-commerce.
  • Evaluate how leading retailers approach returns and how these methods can be tailored to fit different business models.  
• Leveraging Data Analytics to Understand and Mitigate Returns
  • Highlight how advanced analytics can uncover patterns in customer behaviours, product performance, and returns reasons.
  • Discuss predictive tools for identifying high-risk returns and optimising inventory management.  
• Future Trends in Returns Management for Fashion Retailers
  • Anticipate emerging technologies, such as AI-driven personalisation and blockchain for returns tracking.
  • Examine how sustainability and customer expectations are reshaping the returns landscape.