Purchase Online, Return in Store

Case #1

Purchase Online, Return in Store

In today’s retail environment, brick-and-mortar businesses can’t compete without an online presence. But this feature alone isn’t enough.

The importance of retailers accepting returns in-store for purchases made online ranked high among the consumers surveyed.
Clearly, retailers are paying close attention to this growing consumer demand. According to a 2012 Aberdeen Group study, an increasing number of retailers are accepting in-store returns for items purchased online.

A “buy online, return to store” service offers benefits to both the retailer and the shopper. Retailers can make additional sales once the consumer is in the store, and the shopper can avoid the cost of return shipping.

Keep in mind that in-store returns need to be easy. A recent multi-channel report from GSI Commerce
indicated that 76% of consumers cited expensive or lengthy online return or refund procedures as a
reason for not making a repeat purchase.

Where do I begin?

Retailer Roadmap Starting Point #1: In-store returns for online purchases with JDAI Advanced Store Enterprise Returns Management

JDAI Advanced Store and Enterprise Returns Management integrate with the retailers’ online web store application, so associates have a consistent and efficient experience when accepting a return that was ordered online.

the Consumer-retailer gap

78%of shoppers

surveyed in North America and 73% in the UK/Europe stated that “buy online, return to store” was a highly valued retailer attribute.#

This demand hits home among the “favorite retailers” identified by consumers participating in the JDAI survey: 82% in North America and 52% in the UK/Europe offered this option versus 26% of retailers that did not.± Retailer Roadmap Starting Point #1: In-store returns for online purchases with NCR Advanced Store Enterprise Returns Management

JDAI POS is taking in-store returns a step further by adding a drive-through service that allows customers to return or exchange purchases without leaving their cars.

Case #2

Personalized In-Store E-Coupons

More than ever, consumers are cost-conscious and time-strapped. The faster shoppers can receive money-saving communications from their favorite retailers the better. Most of the surveyed consumers would opt-in for the delivery of personalized coupon offers to their email inbox or mobile devices while shopping in the store.

Retailers have opportunities both inside the store and outside their walls to demonstrate that they
know what their individual consumers want and how to deliver it. In fact, 20% of retailers are now
using mobile technology as a marketing channel for streaming promotional content, coupons, ads and
other marketing messages via SMS and MMS