On this topic Newsletters The E-business Enterprise. Efficient return processes just weren't built into the original systems created by Web merchants. The quality of customers' return experiences, positive or negative, may determine if they do business with that company again.
Companies can take advantage of customer-initiated interactions to sell more, too.
Taking that to heart, many e-tailers recently have spent time and money improving their return processes. It has made a big difference, just in the last year. Last November the company hired a troop of consultants to buy stuff online and return it all. Returns were bad. Since then, e-tailers' efforts to improve have paid off.