Paying customers to keep items they want to return is wrong

According to this FT article about 2021 Holiday Returns, more ecommerce retailers are letting consumers keep items they want to return, claiming it’s building brand loyalty.

In the same piece, retailers are citing increasing costs of processing returns as a reason margins are being eroded and why it’s better to let the customer keep the item (deal with the problem)

If you stand back and look at this, retailers are basically saying to their customers – we don’t value what we are selling to you, we don’t want it back and you can do what you want with it. How does this build brand loyalty?

Some retailers have taken strategic decisions to scatter their returns as far as possible, knowing it’s untraceable, using their customers to dump, recycle or re-sell, rather than take responsibility for products they sell.

If you want to learn more about how RMX Recommerce can help retailers improve their returns processes financially, operationally and sustainably, contact

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