Returns, Exchanges and Refunds

For our discussion on "returns" we are joined in the studio by Ricky Wilson of Pandora, and Steven Irwin of Wolverine Worldwide (the group that counts Sweaty Better, Wolverine, Saucony and Merrell amongst its brands).

With 89% of UK consumers saying that ease of returns is a top priority, we discuss:

• how to make returns smoothly
• serial returns and 'wardrobing'
• "trusted exchanges" and how to speed exchange and refund
• can exchanges lead to further sales
• reducing returns at the 'buy button'
• the paperless future for returns and exchanges.

This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.

 

Behind the microphones:

Ricky Wilson, VP Global eCommerce & Digital Operations at Pandora: https://www.linkedin.com/in/rickydwilson/ 

Steven Irwin, Director at Wolverine Worldwide: https://www.linkedin.com/in/irwinsteven/ 

Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/ 

Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/ 

Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/ 

 

Recorded at Spiritland Studios, London.