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debakshi gupta
CRM and English Skills expert
Asked a question last year

What is BORIS?

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debakshi gupta
CRM and English Skills expert

BORIS refers to Buy-Online-Return-In-Store .Customers return 15-35% of all merchandise purchased (depending on product category) when engaging via the retailer’s eCommerce platform. According to eMarketer, only 25% of customers prefer to ship back their eCommerce purchases. The rest would prefer to handle the return in-store. Furthermore, customers have come to expect the ability to return in-store. In fact, 62% of shoppers are more likely to shop online if they can return an item in-store. Customers view printing return labels and going to the post office to be a cumbersome and time-consuming process. In all likelihood, customers are also motivated by a sense of urgency for a refund or exchange. Because of this, retailers have adopted omnichannel return policies to suit customer expectations.