Edition 64
Message from the Editor
by Felecia Przybyla, Media & Speaker Management, Reverse Logistics Association

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This edition has a variety of articles, but a few of these articles seemed to all fall under Retail covering E-Commerce, Customer Service, and Retail returns. As a mom of 2 Ĺ, one of my least favorite tasks is shopping WITH children. Itís never easy to have children in tow when having to get shopping done, but there are a few stores that make this task easier for me. When customer service goes above and beyond just the customer service counter, but also offers to help me find items, help load bags in my car, or even tries to brighten my childís mood when having a breakdown, in addition to giving stickers to them as we leave the store, I will return; but when that store also makes returns FAST and easy, I am a committed shopper! There are few stores that I regularly shop at because of this reason, and therefore, I handle some of my



shopping online as well. Itís much easier to get some shopping done while my children are occupied or asleep, but Iím still selective on my e-commerce shopping sites. Easy and free returns are usually a priority for me, but also ease of finding items, availability and price are key factors. Online shopping has become so easy, but returning can be just the opposite. When my husband bought some snow boots this past winter, from an ďunknownĒ site, he had to return them after trying them on because they werenít the right fit. This cost us an additional $15+ to return the boots (shipping and handling and a restocking fee), so basically we paid $15 for a pair of boots we didnít keep. I said, why didnít you buy them from Zappos?! Even though one can often find shoes a little cheaper on other sites, with Zapposí free returns (up to 365 after the purchase price), itís still cheaper to not have to deal or worry about the returns. Zappos and some other online retailers make this process easy for you by sending you a return label via email or mail, and even have the option to have USPS or UPS come to your home or office and pick up the returned package. It canít get much easier than that.

RLM

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