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<br /> INTERNET RETAILING RESEARCH REPORT:<br /> RETURNS<br /> January 2013<br /> PARTNERS:<br /> 2 INTRODUCTION<br /> Editor's comment<br /> Welcome to the latest Internet Retailing supplement –<br /> our first ever that looks at the issue of returns. It's a sub-<br /> ject that deserves its own treatment because returns pres-<br /> ents a challenge for every retailer – but with different<br /> dynamics at play across product sectors and categories.<br /> For some retailers, minimising returns has a direct<br /> impact on profitability. Look beyond the individual order<br /> to the customer's `lifetime value' and you are likely to see<br /> a correlation between a customer having a `right each<br /> time' purchasing experience and increased long-term<br /> profit.<br /> In other retail niches, though, returns have a different<br /> status as an integral part of selling (by giving customers<br /> the confidence to try new products, for example). In this<a title="Returns Supplement - Jan 2013 page 1" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=1"> INTERNET RETAILING RESEARCH REPORT: RETURNS Janu</a> <a title="Returns Supplement - Jan 2013 page 2" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=2"> 2 INTRODUCTION Editor's comment Welcome to th</a> <a title="Returns Supplement - Jan 2013 page 3" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=3"> CONTENTS 3 CO 8 NTENTS 04 EXPERT OPINI</a> <a title="Returns Supplement - Jan 2013 page 4" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=4"> 4 EXPERT OPINION HOW IS LOGISTICS EVOL</a> <a title="Returns Supplement - Jan 2013 page 5" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=5"> EXPERT OPINION 5 F or over 100 years r</a> <a title="Returns Supplement - Jan 2013 page 6" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=6"> 6 EXPERT OPINION HOW CAN IMPROVED CUS</a> <a title="Returns Supplement - Jan 2013 page 7" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=7"> EXPERT OPINION 7 WHAT DIFFERENCE DOES HAVIN</a> <a title="Returns Supplement - Jan 2013 page 8" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=8"> 8 STRATEGY WORK IN PROGRESS RETURNS IS A</a> <a title="Returns Supplement - Jan 2013 page 9" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=9"> STRATEGY 9 </a> <a title="Returns Supplement - Jan 2013 page 10" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=10"> 10 STRATEGY because this will drive s</a> <a title="Returns Supplement - Jan 2013 page 11" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=11"> CASE STUDY 11 WORKING SMARTER TO KEEP </a> <a title="Returns Supplement - Jan 2013 page 12" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=12"> 12 CUSTOMER EXPERIENCE KEEP THE CUSTO</a> <a title="Returns Supplement - Jan 2013 page 13" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=13"> CUSTOMER EXPERIENCE 13 </a> <a title="Returns Supplement - Jan 2013 page 14" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=14"> 14 CUSTOMER EXPERIENCE SPEAKING For</a> <a title="Returns Supplement - Jan 2013 page 15" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=15"> MERCHANDISING 15 FIT FOR PURPOSE SOM</a> <a title="Returns Supplement - Jan 2013 page 16" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=16"> 16 MERCHANDISING W hen it comes to returns,</a> <a title="Returns Supplement - Jan 2013 page 17" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=17"> MERCHANDISING 17 Haw</a> <a title="Returns Supplement - Jan 2013 page 18" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=18"> 18 LOGISTICS RETURN TO SENDER ANY RETU</a> <a title="Returns Supplement - Jan 2013 page 19" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=19"> LOGISTICS 19 Q uestion: What's driving the </a> <a title="Returns Supplement - Jan 2013 page 20" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=20"> 20 LOGISTICS BRANDALLEY GOES LOCAL </a> <a title="Returns Supplement - Jan 2013 page 21" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=21"> CROSS-CHANNEL 21 CHANNEL OPPORTUNITIES FOR SO</a> <a title="Returns Supplement - Jan 2013 page 22" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=22"> 22 CROSS-CHANNEL I t is a familiar sight in </a> <a title="Returns Supplement - Jan 2013 page 23" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=23"> CROSS-CHANNEL 23 reconciling sales a</a> <a title="Returns Supplement - Jan 2013 page 24" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=24"> 24 INTERFACE AND DESIGN WORK THE DAT</a> <a title="Returns Supplement - Jan 2013 page 25" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=25"> INTERFACE AND DESIGN 25 I f it were possible</a> <a title="Returns Supplement - Jan 2013 page 26" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=26"> 26 INTERFACE AND DESIGN </a> <a title="Returns Supplement - Jan 2013 page 27" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=27"> CONCLUSION 27 W hen we decided on returns a</a> <a title="Returns Supplement - Jan 2013 page 28" href="http://viewer.zmags.co.uk/publication/8477cbf9?page=28"> </a>