Guiding the consumer to Buy Online, Return In Store (BORIS) allows for a quicker return/exchange process, lower costs to the retailer (or consumers) and shorter order lifecycle.
The Buy Online, Return In Store Process
The Benefits
Retailers who implement Buy Online, Return In Store capability experience:
- Increased customer satisfaction.
- More repeat customers.
- Higher in-store sales (at the point of return, for an exchange).
- Reduction in inventory shipped back to DCs and other nodes.
- Avoidance of returns shipping cost, if policy is for “Free-returns.”
The Preparation
Each of the four sections below are preparation areas to consider before starting your project. Hover over each line item to get more details and validating questions.
Research & Requirements
- Complete a Compeitive Analysis
- Understanding Timing of the Project
- Getting Organized for Requirements Sessions
System Design & Implementation
- Confirming Picking / Pickup System
- Validating Customer Interactions
- How ‘Real-Time’ Does Integration Need to Be?
Project Planning
- Building a foundation of good data
- Understanding Project Dependencies
Change Management Considerations
- Corporate Governance of the Solutions
- Impacts to the Store Associates in the Field
The Challenges
Disconnected Systems
Challenges
- Store Associates lack ability to pull up ecommerce orders from POS/devices
- E-Commerce and POS payment gateways, when disconnected, don’t allow refund to original payment
- Due to e-Comm Order not being able to be pulled up, the return is never tied back to original order status, causing visibility issues to other associates, namely CSRs
Considerations
- POS/OMS Integration
- Device Management
- Order Status Sync
- Payment Tokenization
Cross-Channel Inventory
Challenges
- e-Comm only SKUs don’t have place on planogram, so typically go to the clearance section or are tagged “Return to Vendor”, adding cost
- Inventory is not dispositioned at store upon return, so no knowledge to OMS to try to sell first
Considerations
- Frequent (digital) Associate Training
- Store Picking Process
- OMS Validation of Picking
- Corporate Governance via Reports
The Buy Online, Return In Store Insights
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How It Works
Here is our methodology to ensure the success of your omni-channel business solution.
Business Case & Roadmap
Key Services Delivered:
- Define Current Capabilities
- Define the Future State
- GAP Analysis
- Solution Alternatives
- ROI Analysis
- Business Solution Roadmap
Requirements & System Selection
Key Services Delivered:
- Solution Requirements
- Key Business Scenarios
- RFI/RFP Demos
- References
- Contract Negotiation
- System Selection
