While e-commerce is increasing the number of retail returns, shoppers gravitate to bricks and mortar when it comes to the return process. Upgrading this often-overlooked element of the in-store experience is likely to reward retailers: in the US, 66% of shoppers have made an additional purchase when returning an item in-store versus 44% when processing a return online (UPS, 2017).
Refining In-Store Returns
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