Dr Jonathan Gorst
" I often used to feel that Returns were the forgotten part of retailing with many different approaches adopted across the retail sector. Speaking to Returns Managers - if there was one - within many of the country's retailers would provide you with many different perspectives on the area, from 'we haven't got a problem,' (there weren't many of these to be fair), through to, 'I am not sure of the size of the problems we are currently facing'.
In more recent times retailers do seem to be paying more attention to the number of returns they have and are 'more' aware of the scale of the problems they are facing across different product ranges. However, the number of resources can still be very small and the recovery rates on certain areas are often not as high as they could be.
Returns policies are a fundamental way of managing returns and deciding how products should be returned. However, if companies are not careful, a strictly executed returns policy can run counter to good customer service. The challenge is to have policies that protect the company, but are also fair to the customer and make them want to purchase from you time and again.
This latest issue of 'The Great Returns Race' looks at 7 key steps along the journey to managing returns more effectively. I recommend the findings of this report to you and hope that it gives you much food for thought."