Retailers must learn to deal with returned product with the same rapid approach as they deal with dispatches, according to the chief executive of BrandAlley.
Rob Feldmann told the Drapers Digital Forum on Tuesday that his firm repackages unwanted items and readies them for resale within two days. He said returns currently account for a fifth of the firms goods.
Speaking on a panel discussion, Feldmann said he charges for the cost of returns while fellow panelist Alison Conway, the global ecommerce director at upmarket clothing brand Belstaff, said her firm did not.
Feldmann said it was now crucial to provide a positive returns service to retain loyal shoppers 'with the cost of recruiting new customers going up and up'.
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