The 6 critical touchpoints of the return process

Customers are 3X more likely to abandon a retailer after a bad return, but 95% of online shoppers are willing to purchase from a retailer again following a good return. How can retailers capture a customerโ€™s loyalty with a great return process? It starts before a customer clicks the โ€œbuyโ€ button, and continues with clear communication all the way through the refund.
When auditing your companyโ€™s returns strategy, consider these six customer touchpoints from pre-purchase transparency to post-purchase experience.

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