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Returns are a fact of life for shoppers and retailers, and nowhere is that more true than with online shopping. Online shoppers are more than 2.5 times as likely as in-store shoppers to return ...
But the trends aren't all favorable for consumers: Big-box retailers such as Costco and Walmart have temporarily discontinued returns for select household items -- including paper products and ...
Noting the return policy can be helpful when shopping, especially during the holidays, in the event a recipient can't use the gift or wants to return it for something else.
In the United States, various abuses using the return process allegedly cost retailers more than $9 billion annually. [9] One common practice is the use of the system in order to "borrow" the merchandise at no charge. The customer who engages in this practice purchases the item for temporary use, then returns it when finished.
In 2015, Walmart began testing a free grocery pickup service, allowing customers to select products online and choose their pickup time. At the store, a Walmart employee loads the groceries into the customer's car. As of December 17, 2017, the service is available in 39 U.S. states. [177]
A return is costly for the vendor and inconvenient for the customer; any return that can be prevented benefits both parties. Returned merchandise requires management by the manufacturer after the return. The product has a second life cycle after the return. An important aspect of RMA management is learning from RMA trends to prevent further ...
As a bonus, you'll find a story further down, about how one customer's viral interaction with an AI customer service bot went hilariously off-script, prompting a delivery company to do damage control.
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