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Bestsellers launches project to reduce online returns


Bestseller has managed to reverse a rising tide of online returns by launching a project at its e-commerce office in Amsterdam. The Danish fashion retail giant brought together 10 e-commerce specialists from various departments to investigate returns and attempt to reduce their impact on the firm in a project dubbed Return Revolution.

The project evoked 130 responses to the question with 100 of them being followed up. The initiatives they recommended included data and financial analysis, as well as changes on its brands’ websites and in the way it operates. One of the most significant response was to extend the firm’s online return window from 30 to 100 days. The brand has begun the project in Fulfilment Centre where it adds a tag to high value, high return items. The aim is to not only to lower the return rate for these items, but also to deter customers from wearing products and then returning them.

Besides minimizing the volume of returns, the project also aims to minimize their impact by investing in new environmentally-friendly cleaning equipment at its Return Centre in Poland to remove small stains and odor. The project has now evolved into a new e-commerce Customer Team led by Burke with Bertholdson responsible for ongoing innovation in her role as Operational Excellence Specialist.