Buy Online, Return In Storedev2019-12-04T15:47:28-07:00
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
Customer Receives the Items Ordered
The customer receives the items and the order is completed. Settlement occurs to the tender initially given.
Customer Physically Returns Items to Store
Upon deciding they no longer want what was received, the customer takes the items physically back to the store and initiatives either a refund or an exchange for the items.
Customer Exchanges Items or Returns for a Refund
After deciding on whether to return or exchange, the goods are brought back into the retailers supply chain to the stores, and order status updated in part or in full to “returned”.
Refund Issued & Financials Updated (End of Day)
For most retailers, during a nightly batch job any refund amount due back to the customer is given and the financial posting note a ‘negative’ sale for inventory returned along with an increase to book inventory.
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.”
of shoppers are likely to return after a great return experience.
of shoppers are unlikely to buy again after a poor return experience.
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.
Omnichannel initiatives over the last five years have seen a dramatic uptick in the number of store fulfillment projects to fuel cross-channel commerce. This was apparent at Aptos' annual user conference in Florida during