Reasons to Read

Handling product returns is an ongoing challenge for home and home-improvement, with new considerations as e-commerce sales in the sector accelerate. We discuss seven measures that US home and home-improvement retailers use to manage their returns processes, including updates in light of increased e-commerce demand. We include examples from retailers including Home Depot, IKEA, Macy’s, Wayfair and Williams-Sonoma and innovators such as Position Imaging and Newmine.

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CONTENTS

What’s the Story?

Why It Matters

Growing E-Commerce Sales Accentuate Returns Challenges

The Returns Challenge: In Detail

1. Clearly Defined Return Policies
2. Store Returns Services for Online Purchases
3. Partnerships with Specialists
4. “Returnless” Refunds
5. Refund Now, Return Later Services
6. Investment in AI, AR and VR
7. Consolidating Return Shipments

What We Think