Omni-Returns Experience

Creating a Seamless Buy Online Return In-Store Experience


Buy Online Return In-Store (BORIS) allows shoppers additional convenience and speed while lowering transportation costs and increasing store traffic for retailers.

The Omni-Returns Experience Report takes a detailed look at the performance of BORIS offerings from 25 leading retailers. The report includes objective data and analysis focused on four key stages of the BORIS experience:

Decision to return: how BORIS policies are communicated

In-store guidance: ease of finding the return counter in-store

Waiting in queue: wait times and staffing levels

Associate interaction: quality of the returns process and insights into cross-sell and upsell