STUDY WARNS ONLINE RETAILERS OF RETURN POLICIES

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(May 10, 2001) -- According to a new study by Jupiter Media Metrix, New York, the number of online purchases returned by American consumers will reach 90 million in 2005, representing $5.8 billion worth of goods.

As the volume increases, retailers who concentrate solely on improving returns processes will miss cost-saving opportunities, the study says. To counter this, Jupiter analysts say companies must improve their entire returns systems. Jupiter suggests that companies collect data regarding the reason for the return and conditon of the product; maintain policies that treat all return reasons uniformly; and analyze consumer data to identify trends. -- Adrienne Mand

Copyright May 2001, Crain Communications Inc.

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