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How will returns work when shops reopen?
reopening of non-essential retail shops on June 15 is likely to bring additional demand for in-store refunds and exchanges.Aside from the challenge of managing the additional footfall, there will be new protocol on how goods are handled and restocked on the shop floor, especially when they have been inside other customers’ homes.When high street favourites such as John Lewis and Marks and Spencer do reopen, many will be following government advice to keep changing rooms closed, meaning shoppers are no closer to making the right size or style choice than they were online.“Significant costs have gone into returns schemes, cleaning rotas and developing new queueing systems,” says Tom Ironside, Director of Business and Regulation at the British
