eCommerce Returns: From Costly Complication to Competitive Advantage
Shoppers measure every merchant against the standard of best-in-class experiences that they’ve enjoyed, courtesy of some other merchant. Rather than meekly accept a gap between what they want and what a merchant offers, they go elsewhere.
With online shopping steadily increasing, merchants who turn a blind eye to consumer expectations around returns are paying a higher price than they realize. The solution is to reduce the gap between what consumers want and what the merchant offers.