Returns Research Briefing

Please note that this event is in the past, why not watch the videos?

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?

Our research and analysis programme

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.

Our three partners, Amethyst Group, Fits.me and Collect+ have brought their unique perspective to the programme.  Their expertise in combating returns spans the entire gamut from display and presentation, via personalisation, to delivery and customer experience.

Over 100 retail professionals surveyed

Over the past three months Internet Retailing has carried out interviews with leading figures within the retail sector, surveyed over 100 retail professionals and hosted a roundtable with experts in logistics, operations, merchandising, reputation and presentation with a view to building up a rounded view of returns – how it’s developing and what best practice looks like now and into the year ahead.

Four part Returns overview

Starting with the survey, the results are then analysed and formed into a report. The report’s key findings are discussed at a half day seminar briefing and then the editors host an interactive webinar followed by a Q and A.

InternetRetailing undertook a research programme to get retailers views on the subject of returns. The analysed results have now been published as a special report on the topic.

We’ve taken a rounded view of returns, looking at the various stages of the selling/returns cycle and how the many technical and operational choices impact upon the level of returns.

We produced a short survey as part of our work on the project and enlisted experienced and insightful contributors, each of whom received a full copy of the research report in exchange for their input.

If you would like to take part in our future research programmes, please email info@internetretailing.net to register your interest.

The Returns Report was printed in January 2013 and mailed to the full print circulation of Internet Retailing along with the January issue (9,000 copies) and the digital edition was mailed to a further 8,500 digital readers. Printed copies will also be available at the Internet Retailing Expo on 20th and 21st March. Click here to read it now.

 

Christian AnnesleyChristian Annesley, our supplement editor, approaches the topic with six features; strategy, the customer experience, merchandising, logistics and systems, cross-channel activity, and interface and design.

Christian Annesley has been writing and talking about business issues since 1997. An award-winning news editor at Computer Weekly during his time there, he was also the launch editor of the regional business magazine, South West Business Insiderchristian@internetretailing.net

Read the digital edition here.

Brought to you with our research partners:

Can’t make the seminar in person? View the webinar below where we reveal the key findings of the our Returns Report.

Join Internet Retailing and our partners Amethyst Group, Collect+ and Fits.me as we share the results, 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?

During the events we offer you the opportunity to ask your returns questions to our panel of experts.

Event information

The events were hosted by Christian Annesley, Research and Special Projects Editor at Internet Retailing, along with our partners Fits.me, Amethyst Group and Collect+.

Findings revealed at our Research Seminar Briefing

Initial findings from the research are outlined in the recently published Returns Report.

We also shared our full research findings at two events this February which were open to all retail professionals.

  • Webinar – 14th February, 11am-12pm
  • Research Briefing Seminar – 28th February, 9.30am-11.30am, Glaziers Hall, London.
  • See videos from the day below.

Internet Retailing and our partners Amethyst Group, Collect+ and Fits.me shared our 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?

And gave you the opportunity to ask your returns questions to our panel of experts.

Event information

The events were hosted by Christian Annesley, Research and Special Projects Editor at Internet Retailing, along with our partners Fits.me, Amethyst Group and Collect+.

For opportunities to get involved in future Internet Retailing Research Programmes, please contact Rob Prevett at rob.prevett@internetretailing.net