Treat Returns as a Competitive Advantage that Increases Customer Lifetime Value
Retail TouchPoints
APRIL 29, 2022
Consider the traditional returns process: Look up the merchant’s return policy, find the receipt, request return authorization, print a shipping label, repackage the item, drop it off at a carrier, wait days for confirmation that it was received, and finally, wait even longer to receive a refund minus a returns shipping fee.
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