By: Ina Steiner
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Watching a segment about holiday returns on a morning television show got me thinking about how different this year's returns season is and how vital it to offer good advice to consumers that isn't harmful to online sellers.
The TV segment won points by telling consumers that they are responsible (in most cases) for the cost of return shipping. It also suggested people reach out to retailers before filing a return request.
But it lost points by hinting ever so subtly that consumers should consider reporting items as damaged if they're seeking credits or returns. If items were damaged in shipping, the carriers (USPS, FedEx, or UPS) should be notified so they can research the claim - that's why carriers offer insurance.
Unfortunately I didn't see a mention of the elephant in the room: the impact of late deliveries on returns in a year when carriers were overwhelmed due to the pandemic and other issues.
All indications are that more consumers are requesting returns this year because they arrived too late to give to friends and loved ones.
Are you seeing good advice being offered to people about returns, and what advice would you offer shoppers?
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