One-third (32%) of retailers state they spend too much time manually processing returned items with 26% blaming a lack of staff for processing returns as a main cause, according to a new study by SML RFID.
“The findings highlight the growing issue of returns, and retailers clearly recognize that changes need to be made. Item-level RFID can play a pivotal role in alleviating the slow returns process on an operational level and manually processing returns,” says Dean Frew, chief technology officer and SVP of RFID solutions at SML Group. “By investing in Item-level RFID technology, retailers can have instant visibility and access to reverse supply chains, enabling them to streamline back-end operations and send items back to the shop floor much quicker. It also significantly reduces time spent on manual inventory-related tasks enabling staff to aid customers and improve their experience. Investing in technology and processes that enable improved customer experience should be a top priority in an increasingly competitive landscape.”
From SML RFID:
- 42% of returned items are sold at a discounted price, and 12% aren’t even re-sold.
- 42% of retailers state they don’t have enough staff on the shop floor, while 30% agree that staff spends too much time completing mundane tasks, and 93% state that technology is important in facilitating a seamless customer experience in-store.