Returns Management and the Intelligent Store

Retailers are well aware of the many implications omni-channel operations have for brick-and-mortar retailers. With consumers demanding seamless omni-channel shopping experiences, many
retailers are now offering some combination of services such as buy online – pickup in-store; buy online – ship from store; buy in-store – ship to home; and buy online – return to store. While other papers in JDA’s Intelligent Store series discuss the impact of the first three of these services on the store, this paper concentrates on the impact of the last, and often least understood, service—returns management.