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Drapers Connects: Smarter returns – what customers want and how to deliver it with New Look

Customer returns continue to be a hot topic in fashion retail – a concern for both shoppers and businesses. With consumer expectations on the rise, they are demanding choice, speed and convenience from ecommerce returns. And ideally, they want them to be free of charge. But the realities for retail businesses are different. As well as the challenges of meeting shopper’s increasing expectations, brands and retailers are looking to tackle repeat ecommerce returners, recover costs and maximise full price sales and stock availability. For this Drapers Connects webinar, we are joined by experts from high street chain New Look to discuss returns strategies, the rise of paid for returns, and why a customer centric returns policy can makes sense for your wider business. In partnership with returns solution provider ZigZag, we also discuss: What customers really want from ecommerce returns: delivering flexibility, hassle-free returns and fast refunds Retailer realities: recovering costs, tackling serial returners and ‘save the sale’ features New strategies: paid returns versus free, how customer segmentation online can drive results Sustainability concerns: paperless returns, sustainable return methods, recommerce and rental models Panellists: Rachel Troke, senior product manager, New Look Laura Davies, director of client success, ZigZag Host: Graeme Moran, associate editor, Drapers