What is self-service return? Why should retailers care?

Learn how self-service returns help e-commerce retailers reduce customer service demand and costs, while delivering a joyful returns experience for shoppers. As e-commerce popularity grows, so does the pile of returns that chip away at retailers’ profits. According to NRF, a whopping $816 billion worth of merchandise was returned in 2022.
What’s worse is 78% of consumers felt that a recent returns experience was inconvenient, as a Pitney Bowes BOXpoll survey found. An effortless self-service returns process is one solution that retailers are putting in place to address customer experience frustrations and increasing expectations, while also managing costs.