Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Incisiv Releases 2023 Omnichannel Returns Index With Best Practices for Stronger Returns Management


Incisiv, an industry insights firm that helps retailers and brands navigate digital disruption, has announced the release of its 2023 Omnichannel Returns Index in partnership with Appriss Retail, an industry provider of data-science-driven solutions that can help optimize consumer interactions and reduce fraud risk. This second edition of the benchmark assesses 128 retailers across nine retail sub-segments, four capability areas, and 80 digital experience capabilities related to returns.

As the share of digital revenue has grown, the benchmark study found that shoppers return online purchases three to four times more than store-bought purchases. Despite this trend, most retailers have yet to take a strategic approach to reducing returns and continue to view them as a cost of doing business. In fact, only 19% of retailers have a strategic returns program in place.

The study demonstrates that most retailers have a limited understanding of their returns performance and are ill-equipped to improve the process, primarily due to a lack of clearly defined metrics and measures. The two retail segments that have the highest adoption of digital returns capabilities are health and beauty, and apparel and accessories. Meanwhile, department stores and consumer electronics retailers lead the industry in return processes and customer support capabilities.

Additional key findings from the index include:

- 91% of apparel and accessories retailers allow returns to be initiated online.

- 87% of department store retailers allow returns to be initiated via chat.

- 79% of health and beauty retailers provide personalized product recommendations.

- 78% of consumer electronics retailers allow shoppers to print return labels online.

Despite these strategic attempts to strengthen the online returns process, most retailers have significant room for improvement when it comes to meeting shopper expectations. The report found that:

- 76% of retailers display product ratings and reviews on the product pages, while only 37% allow shoppers to provide feedback on specific attributes like size and fit.

- 82% of retailers allow shoppers to return purchases in-store, while only 14% have the capability to schedule return pickup.

- 95% of retailers display order status, while only 23% allow shoppers to track return/refund status.

- 100% of retailers have self-help options for navigating returns, but only 2% provide the option to return purchases curbside.

These findings highlight the need for retailers to prioritize their returns strategies and invest in technology and processes to minimize the impact of returns on their businesses.

"Retailers have been quick to embrace digital capabilities but have been slow to address the impact that returns are having on their customer satisfaction and bottom lines," said Amar Mokha, COO of Incisiv. "Our 2023 Omnichannel Returns Index shows that retailers can no longer afford to ignore returns and must take a strategic approach to reducing the cost and complexity associated with returns management."

The benchmark report provides detailed insights and best practices for retailers looking to improve their returns strategy. From leveraging technology to streamline the returns process to implementing data-driven decision-making, retailers must take a more proactive approach to returns management if they want to maximize profitability.

"The point-of-return is an underutilized customer touchpoint, despite being a pivotal opportunity to preserve shopper satisfaction," said Michele Marvin, vice president, Appriss Retail. "When a customer starts a return, it becomes the retailer’s job to redirect them toward other products by delivering strategic messaging, promotions, and discounts designed to save the sale. When retailers invest in the returns process, they are guaranteed to see improvements in customer loyalty and profitability."


Posted by Veronica Silva Cusi, news correspondent

About Incisiv:
Incisiv is a next-generation industry insights firm that helps retailers and brands navigate digital disruption in their industry. Incisiv offers consumer industry executives responsible for digital transformation a trusted platform to share and learn in a non-competitive setting, and the tools necessary to improve digital experience.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Build In Training Time

Read today's tip or listen to it on podcast.

Published: Wednesday, March 15, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =