Buy Online – Return in StoreZach Zalowitz2019-09-23T15:18:16-06:00
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.
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”
of shoppers are unlikely to buy again after a poor returns experience
of shoppers are likely to return after a great returns experience
The BORIS 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 phyically 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 and 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.
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