A product return indicates that a customer is dissatisfied with their purchase - although this is a negative experience, it can also be an opportunity to interact with the customer and turn the experience into a positive one. When customers enjoy a hassle-free returns experience, this translates into trust, quality, and value that builds customer loyalty in the long run.

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A product return indicates that a customer is dissatisfied with their purchase - although this is a negative experience, it can also be an opportunity to interact with the customer and turn the experience into a positive one. When customers enjoy a hassle-free returns experience, this translates into trust, quality, and value that builds customer loyalty in the long run.

The economic uncertainty around COVID-19 has resulted in a trend of consumers choosing to spend more frugally. As such, businesses need to actively explore new ways of standing out amidst the deluge of available offerings, to sweeten the deal for both potential and repeat customers. 

The cost involved in running a generous returns policy might seem daunting. However, a good returns policy can be what tips the scales in your favour when consumers are making a choice between your business and a competitor’s. If so, what can be done to optimise the reverse logistics process and make returns more financially viable?

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