As more and more retailers respond to the Covid-19 pandemic with extended returns policies, ecommerce platform provider, Kooomo, analyses the impact this is likely to have on their businesses and the retail sector in general.


he retail industry is one of the hardest hit sectors by the coronavirus outbreak, with retailers forced to

make critical decisions over a very short space of time, with the knock- on effect expected to be felt for years to come. As more retailers announce extensions to their returns policies to help customers adapt to the situation, digital commerce solutions specialist, Kooomo outlines that while there will be pros and cons to this strategy, it will largely result in a more loyal customer base. A few examples include H&M extending its return policy from 28 days to 100 days for both in-store and online purchases and New Look extending its returns period to 90 days. Additionally, TK Maxx states that if a customer is unable to return an item within the usual 28-day window due to store closures, it will accept returns for 30 days from when its stores re-open. Ciaran Bollard, CEO, Kooomo,

says: “Although this is great for consumers, the strategy could have implications for retailers by affecting accurate conversion rates, profit margins and incurring a lot of unsustainable waste. It will therefore be crucial that retailers regain control of this area when normality returns.”

Skewed profit projections In general, returns can skew the profit projections of a retail business as products that would otherwise be available are removed from inventories, creating shortages. Returns, especially when made to online retailers are unlikely to be deemed fit for re-sales and results in

22 DIY WEEK MAY 2020

“While extending a returns policy may sound like a difficult decision for retailers, there are many positives that can result from these extensions.”

a negative cash flow as well as having a surplus of useless units. Clothing in particular is often superseded by next season’s range, having little or no ‘salvage value’. Typically, anything less than the original condition will need to be sold at a discount and the increase in waste can result in a negative effect on business’ environmental responsibilities. Additionally, the time of year is less than favourable as we approach the change in the seasons. Bollard adds: “As consumers typically begin to stock up on holiday clothing essentials, we may see a surplus of summer clothing that retailers will find difficult to shift in the winter months - hopefully when some normality has been restored.”

Offering customers flexibility Bollard adds that while extending a returns policy may sound like a difficult decision for retailers, there are many positives that can result from these extensions. “The coronavirus pandemic has

forced retailers to

reassess their returns systems and adapt accordingly, as online returns can be easily made in-store, but the

reverse may not be necessarily true for in-store returns online. This is an opportunity for retailers to reconcile their store systems with their online systems to ensure that the processes can save retailers time and manpower when they are issuing returns. When normality resumes and people return to the high street, in-store returns will help to reduce shipping fees and it will offer retailers the opportunity to generate more sales from their physical store.” Bollard concludes: “It’s important

to remember that over half your customer base will appreciate any flexibility with returns policies and for now, extending returns policies will be much more beneficial to retailers in the long term. Having generous policies will likely result in fewer customer losses and churn. Consumers themselves are going through a difficult period and will likely remember the businesses who made their lives that little less so.”

About Kooomo Kooomo

is a next-generation

platform that is truly redefining digital commerce by offering the

best in class, international platform. Disrupting the marketplace with its affordable setup and flexible pricing, agility and speed to market. Recognised by Gartner in the Magic Quadrant for

Digital Commerce,

Kooomo is a cloud commerce platform built for global eCommerce businesses. It connects your products with your customers online, in-store and through marketplaces. The full stack of technology needed to deliver a 360-degree digital commerce solution which is integrated with an eco-system of over 200 partners to future proof your business. With 17 years

of eCommerce international experience powering

over one billion transactions, Kooomo has been built to integrate with the systems you already use, allowing complex projects

delivered in six weeks using our Magento switching toolkit. Kooomo is trusted by international

brands through to SMEs such as Morrisons, Umbro, Mothercare, Havaianas, La Sportiva, Blauer, amongst many others. Any company can be up and trading globally - supporting all currencies and VAT rates, across all sales channels within six weeks.

For further information, visit: to be

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