"As a marketing professor, I study how retailers manage the flood of returns that follow big shopping events like these, and what it reveals about the hidden costs of convenience. Returns might seem like a routine part of doing business, but they're anything but trivial. According to the National Retail Federation, returns cost U.S. retailers almost US$890 billion each year."
"While retailers have offered return options for decades, their use has expanded dramatically in recent years, reflecting how much shopping habits have changed. Before the rise of e-commerce, shopping was a sensory experience: Consumers would touch fabrics, try on clothing and see colors in natural light before buying. If something didn't work out, customers brought it back to the store, where an associate could quickly inspect and restock it."
Retailers have quietly tightened return policies in recent years. Returns cost U.S. retailers almost US$890 billion each year. Returns include fraud such as 'wardrobing' and false non-delivery claims. Reverse logistics for returns involves shipping, inspecting, restocking, and repackaging, often adding labor and operational expenses. Many returned items cannot be resold at full price and must be liquidated, causing lost revenue. E-commerce increases return rates by removing sensory cues that help consumers assess fit and quality, leading to more trial purchases and subsequent returns during major shopping events.
Read at KRQE NEWS 13 - Breaking News, Albuquerque News, New Mexico News, Weather, and Videos
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