顾客经常为自己的行为
辩护，认为零售商尤其是大型零售商有内在的利润率来吸收此类回报。然而，对于规模较小的企业来说，这些滑稽的行为可能会造成毁灭性的打击，不仅会削减本已微薄的利润，还会浪费宝贵的时间。灵活性和盈利能力之间存在微妙的界限。购物者退货量占去年报告的万亿零售额的亿或 ，而年的则跃升了 。仅今年零售商就预计假日购物退货率将比平时高 。对于精明的电子商务参与者来说，回报最终可以代表一个增强客户忠诚度、优化运营和面向未来创新的机会。然而，也许最重大的挑战是客户体验。由委托编写的 报告全球数字购物指 阿尔及利亚商业指南 数 版发现，预计收入增加的商家提供在线退货的可能性比预计收入不变的商家高 。退货流程过于复杂可能会导致客户沮丧并损害品牌声誉，而正确的退货体验则有助于增加消费者再次在零售商处购物的可能性。但执行无缝退货流程并非易事，尤其是在成交量破纪录的节后时期。了解更多 的美国在线商家希望采用一键式结账解决方案 通过退货建立客户忠诚度 无摩擦的退货流程对于保留客户来说与快速运输一样重要。
这越来越使假期退货季节不仅成为物流障碍，而且成为零售商兑现其品牌承诺能力的试金石。根据 和 的合作，直接从零售商处购物的消费者在从零售商网站或应用程序购物时，极有可能会考虑特定商家的退货和退款程序的简单性和便利性。市场。在品牌建设的一个新颖例子中，一家日本爆米花批发商使用自己的可食用爆米花产品来替代纸板和聚苯乙烯泡沫塑料等传统包装材料。但除了有趣的活动和特技之外，技术在重新定义零售商如何处理退货方面发挥着越来越关键的作用。
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