The Cost of Returns: Improving Efficiency Where It Matters

Oct 1, 2024 3:00 PM4:00 PM EST

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Here's what we talked about

  • 82% of ecommerce leaders found that offering faster delivery increases shopper conversion. But how can brands offer this without driving up costs? How can you apply these expectations to returns?
    • Delivery speed expectations by consumers have increased drastically over the past 5 years, from 5.7 days in 2019, to 2-3 days in 2024.
    • We’ll discuss efficiencies that can be made with 3PL partners for shipping and reverse logistics.
  • Return fees as a growth strategy: understand why enterprise brands are getting on board
    • Explore why 63% of merchants on Loop are using return fees and how they influence repeat purchase rates and return rates.
    • Discuss the pros and cons of implementing return fees, how they affect customer loyalty, the potential impact on overall satisfaction, and how they can reduce shipping rates for enterprise brands.
  • Tailoring return policies to different customer segments and increased efficiency
    • Explore how to customize return policies based on customer behavior, purchase history, and product type to maximize convenience and satisfaction.
    • Discuss ways to reduce fraud with increased quality assurance measures, and increasing fees for those flagged as policy abusers.
    • At some point “free” loses its value. What impact does “earning a win” have on customers, and how can they earn them? For example, being on a higher-tiered loyalty program, spending a certain amount, or paying a small fee during checkout.
  • Reducing time to resolution and reallocating resources for a better customer experience
    • We’ll discuss how merchants can reduce the time to resolve customer issues, such as innovative integrations across your tech stack, reduction in fraud and policy abuse, ways to avoid out-of-stock issues, and flexible return options.
    • What is the impact of operational efficiency and CX time savings?

Event Partners

Loop Returns

Loop helps brands optimize operations across returns, post-purchase, and reverse logistics

Connect with Loop Returns

Guest Speaker

Brittni Lebow LinkedIn

Senior Manager, Enterprise Accounts at Loop Returns

Brittni Lebow is the Senior Manager of Enterprise Accounts at Loop, where she leads a talented team of Enterprise Merchant Success Managers, Account Managers, and Technical Success Managers. With over four years of experience at Loop, she was company’s first MSM and has since grown the business, ensuring merchants consistently derive value from the platform. Prior to Loop, Brittni worked in ecommerce on the retailer's side for over 10 years, a background that gives her a unique ability to truly understand and empathize with merchants’ needs and challenges.

Tiffany Serbus-Gustaveson LinkedIn

Senior Digital Strategist at BWG Connect

Tiffany Serbus-Gustaveson is a Digital Strategist at BWG Connect, a network and knowledge sharing group of thousands of brands who collectively grow their digital knowledge base and collaborate on partner selection. With over 13 years of experience in the digital space, she has built a strong reputation for driving growth, innovation, and customer engagement across a variety of online platforms. She is passionate about keeping up with the latest industry trends and emerging technologies by speaking with hundreds of brands a year thru the BWG Network. 

Event Moderator

Brittni Lebow LinkedIn

Senior Manager, Enterprise Accounts at Loop Returns

Brittni Lebow is the Senior Manager of Enterprise Accounts at Loop, where she leads a talented team of Enterprise Merchant Success Managers, Account Managers, and Technical Success Managers. With over four years of experience at Loop, she was company’s first MSM and has since grown the business, ensuring merchants consistently derive value from the platform. Prior to Loop, Brittni worked in ecommerce on the retailer's side for over 10 years, a background that gives her a unique ability to truly understand and empathize with merchants’ needs and challenges.

Tiffany Serbus-Gustaveson LinkedIn

Senior Digital Strategist at BWG Connect

Tiffany Serbus-Gustaveson is a Digital Strategist at BWG Connect, a network and knowledge sharing group of thousands of brands who collectively grow their digital knowledge base and collaborate on partner selection. With over 13 years of experience in the digital space, she has built a strong reputation for driving growth, innovation, and customer engagement across a variety of online platforms. She is passionate about keeping up with the latest industry trends and emerging technologies by speaking with hundreds of brands a year thru the BWG Network. 

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What is BWG Connect?

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.
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