About the Episode
Should you make returns easier for shoppers or easier for merchants?
About the Speakers
Travis is a Product Marketing Specialist at ReturnLogic. Travis graduated from Shippensburg University with a Bachelor of Science in Supply Chain Management & Marketing. Travis has been working for ReturnLogic for over 2 years and started out as a Customer Support Specialist before working his way into Product Marketing.
David is a Senior Growth Manager at ReturnLogic, previously working as a Product Marketing Manager. David has prior startup experience formerly working at Drip and WhenIWork. He works closely with the Product, Sales, and Marketing teams at ReturnLogic to act as the voice of the customer and how to understand the ecommerce market.
- The customer can’t track the return each step of the way
- They initiate an exchange and still don’t get the right item
- They get marketed to about a product they previously returned
- Processing time takes forever
- Shipping costs outweigh the cost of the returning product itself
- Klarna Report
- Coffee & Commerce: Optimizing CLV in the Post-Purchase Experience with Whiplash’s Marco de Paulis
- The Impact of Discounts on Shopify Customer Lifetime Value
- Which Customers Return the Most Purchases and Why? | Chain Store Age
- 3 Ways to Optimize Your Ecommerce Returns Process
- Pitney Bowes Returnament Report
- 3 Steps to Improve Your Product Descriptions with Returns Data
- How the Ecommerce Returns Process Impacts the Customer Experience
- Reality Bites as Zara Charges for Online Returns | Retail Tech Innovation Hub
- Choosing Between a Post-Purchase and Operational Software
- Ecommerce Product Return Rate Stats and Trends | Invesp
Travis Farey – 0:00
What is better for growth and profit? Making returns easier for shoppers? Or making returns easier for your team?
Travis Farey – 1:10
David Gonzalez – 1:25
- my customers still don’t get the right item again or
- they can’t track the return of each stage or
- it takes days to get a replacement, maybe even weeks or
- what if it costs me as much to return an item as I need to buy something due to high shipping costs or
- what if I’m, you know, getting marketed to about a product that I returned because I didn’t like it.
Travis Farey – 3:16
David Gonzalez – 4:52
Travis Farey – 5:25
David Gonzalez – 8:30
- First one, why did they make that choice?
- The second one, what’s that impact going to be?