Playbook
Retail Returns Prevention
Q2, 2022
A convergence of forces is dictating that returns prevention becomes a strategic priority for retailers and brands. However, most retailers do not know how or where to start with returns prevention. One of the biggest hurdles retailers face is the multi-functional footprint of returns along with a lack of executive ownership.
Incisiv's Playbook "Retail Returns Prevention" offers a structured framework for returns prevention, spanning 5 key business dimensions and 3 foundational technology capabilities. The intent of this report is to offer you a running start by identifying what should be key components of your returns prevention plan.
FOUR KEY B2C COMMERCE IMPERATIVES
Incisiv
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As consumers continue to reshape their expectations,
enterprises must contend with a uniquely challenging landscape.
The consumer technology landscape is forever changing.
From Pinterest to TikTok, WeChat to Instagram, new experiences can rapidly gain consumer adoption and relevance.
From augmented reality to voice, smartwatches to chatbots, consumers are constantly embracing new interaction paradigms.
Commoditized convenience is eroding loyalty and margin.
Consumers expect convenience. If you can't deliver it, they'll go elsewhere - e.g. next day shipping becoming the new standard.
Walmart will reportedly lose USD 1 billion on eCommerce revenue of USD 21 billion this year as it faces challenges in its bid to complete against Amazon – from trouble integrating its DNVB acquisitions to impact on margin from its next-day delivery operations.
Consumers value experiences that are curated to fit their lives better.
They want to engage, be served, and transact at their time, their pace, their place. They have little patience, infinite choice and the freedom to swipe left at the slightest hint of friction.
