Recently at the Drapers Future of Fashion Conference, representatives from various industry leaders engaged in insightful discussions on shared services and the significant challenge of returns.
Esteemed panellists included representatives from the renowned John Lewis Partnership, the Swedish children’s clothing brand Polarn O Pyret, and the global logistics provider GXO.
During the conference, Mark Robinson, the supply chain director at John Lewis Partnership, Mats Nilsson, the managing director of Polarn O Pyret, and Tony Mannix, the strategic adviser for retail logistics at GXO, discussed return challenges and the potential benefits of shared services for retailers.
Mannix stressed the importance of prioritising fast returns processing, stating, “Returns are a fact of life that businesses must address.”
He acknowledged that rapid processing benefits both consumers and retailers by enabling timely inventory resale.
Robinson highlighted the impact of returns on a business’s reputation and emphasised the importance of prompt customer refunds. He revealed that 67 per cent of customers assess a company’s returns policy before making a purchase, underscoring the significance of a successful returns process in retaining customers and fostering initial purchases.
Nilsson expressed how collaborating with shared services partners has driven growth for their childrenswear business. He emphasised their reliance on expert partners who specialise in IT services, as excellent technology serves as the foundation for a profitable business.
Finally, the panel discussed the concept of implementing charges for returns, a practise recently adopted by retailers like New Look, Zara, and Mountain Warehouse.
