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Customer Returns

NRF Retail Reference Center - 2010 Customer Returns in the Retail Industry

Introduction

The Retail Equation (TRE) is pleased to incorporate the results of the NRF 2010
Return Fraud Survey into the 2010 Customer Returns in the Retail Industry
report. This executive summary document provides return-related information
that retailers may use to help compare and improve their business processes.
Report objectives included:

- Identify retail industry return metrics—total return amounts, receipted/
non-receipted percentages, and various forms of fraudulent and abusive
returns, as identified by retail respondents.
- Uncover other shortfalls caused by return fraud, for example lost sales taxes.
- Understand current practices in the retail industry for processing customer
returns.
- Compare the relative importance of return fraud issues.
- Generate industry discussion regarding best practices for accepting customer
returns and controlling return fraud and abuse that help to maximize profits
and minimize losses.

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