14th February Research Briefing Webinar: Returns – a joined-up view of returned orders in multichannel


Date: Thursday 14th February 2013

Time: 11:00 – 12:00 (GMT)

Title: Returns – a joined-up view of returned orders in multichannel

Returns is an issue for every retailer and brand – fact.  But how big an issue is it and why does it vary?  How can retailers address it and control it?

Internet Retailing recently carried out a research and analysis programme to take a joined-up view of returned orders in multichannel – the problems, opportunities, commercial perspective and customer impact – as well as identify strategies to improve performance.

What does the webinar include?

Internet Retailing and our partners Amethyst Group, Collect+ and Fits.me share the findings, including:

• With over 22% of delivered items destined to be returned, how can retailers reduce this figure?
• How can improved customer interactivity online impact on returns?
• How can we make it easier and more convenient for our customers to return products?


Matthew Jacques, Strategic Partnerships Director, Collect+


Matthew joined Collect+ in 2010 and has worked with many brands to develop flexible and innovative returns solutions based around the customer convenience of dropping off parcels at any over 5,000 local stores at a time that suits. Collect+ now provides a return service for over 160 retailers.


Heikki Haldre, Founder and Chief Executive, Fits.meHeikkix100

Heikki is the founder of the virtual fitting room service Fits.me, which uses robotic mannequins to show customers how garments fit particular body shapes.

He is a frequent speaker on the future of retail and has already successfully created and exited five companies, including one in apparel retail and one in eCommerce. He has studied business in Estonia and the US and holds an MBA from Tartu University, Estonia.

Fits.me itself has received several awards and was named by Vogue magazine in its 2012 Online Fashion 100 as one of the most influential names in digital fashion.

Claire Muir, Business Manager, Fashion and Beauty, Amethyst Group

Claire Muir is a business manager for fashion and beauty at the logistics and e-fulfilment company Amethyst. She is knowledgeable in e-fulfilment, including returns for the fashion and beauty industries.


Previously senior account manager for a large fashion importer supplying multiples, Claire has worked in the buying departments of Arcadia Group and Oasis Stores as well as managing an accessories brand. Using her experience in fashion and logistics, Claire helps her clients to establish, improve and grow successful logistics operations.

Amethyst Group is a logistics provider offering specialist services in fashion and beauty warehousing, distribution and e-fulfilment.