In the aftermath of the holiday season, a significant issue is coming to light with the increasing popularity of online-only retailers: the notably irksome process of returns. As Leticia Miranda frames it, this is the time of the year when countless shoppers embark on their pilgrimage to shipping centers — an unwanted journey often necessitated by the necessity of sending back items that failed to meet expectations.
The convenience and accessibility of online shopping—a channel that has been instrumental during global lockdown measures—come with their set of challenges. One of the most pressing of these is the return process, which often requires shoppers to shoulder the responsibility of organizing, packaging, and sending back the items.
This growing challenge positions itself in the backdrop of burgeoning online-only retailers. A trend largely born out of the need for social distancing, online shopping is becoming the de facto method of retail for many consumers. The return process, however, has emerged as a bottleneck threatening the smooth flow of this booming eCommerce tide.
As we approach the new year, the question that remains to be addressed by online-only retailers is how to enhance the return process. Ensuring convenience for shoppers not only in purchasing products but also in processing returns could come to define the trading edge that sets successful online retailers apart from the rest.