Buy Online – Return in Store

Buy Online – Return in Store2019-09-23T15:18:16-07:00

Guiding the consumer to BORIS flows allows for a quicker return/exchange process, a lower cost to the retailer (or consumers) and shorter order lifecycle which reduces total cost to serve the customer.

The Benefits

Retailers who implement BORIS capability see:

  • Increased customer satisfaction.
  • More repeat customers.
  • Higher in-store sales (at the point of return, for an exchange)
  • Reduction in call-volume to call-center, due to clear policies on returns
  • Reduction in inventory shipped back to DCs and other nodes
  • Avoidance of returns shipping cost, if policy is for “Free-returns”
0%
of shoppers are unlikely to buy again after a poor returns experience
0%
of shoppers are likely to return after a great returns experience

The BORIS Process

Explore your potential.

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

  • Returns Policy
  • Extended Marketplaces for Returned Items
  • Better Inventory Tracking and Dispositoin at Stores

The BORIS Insights

1105, 2017

Store Inventory: Selling a Possibility

By |May 11th, 2017|

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

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

Project Roadmap Creation

Key Services Delivered

  • Budgeting
  • RACI Resource Planning
  • Phasing
  • Change Mgmt Planning
  • Risk Assessment
  • Contingency Planning
  • Project Governance

Solution Implementation

Key Services Delivered

  • Project Management
  • Change Management
  • Design
  • Integration
  • Environment Build
  • Environment Configuration
  • Application Testing
  • Integration Testing
  • Operations Testing
  • Training
  • Conversion & Support