Three global trends, direct-to-customer commerce, the experience & share economy, and the circular economy all result in product returns. Companies that sell products need to be prepared for product returns.
The returns process with the customer can be managed in a manual and in an automated way. More and more companies have implemented an automated, often called an Amazon-like, returns process.
Despite the fact that an automated returns process brings many advantages, it is not the holy grail for taking away all return challenges.
We have studied thousands of automated returns and we have found several areas for improvement.
We like to share the findings with you.