Shipping, Returns and the Promise You Can Keep
Delivery and returns are where online retail is won or lost after the sale is made. How to set promises you can actually keep, and turn the returns process from a cost centre into a reason customers come back.
The sale isn't finished when the payment clears — it's finished when the customer has the product in hand and is happy with it, or has been able to return it without a fight. Fulfilment and returns are the part of online retail customers actually experience most vividly, and they're often the part owners think about least, because they happen after the exciting bit is over. This Conversation is about the promise you make at checkout, and what it costs you when you can't keep it.
This Sector Conversation is for Momentum members.
The full walk-through — What, Why, How, When, Who, then The Decision — plus the follow-on prompts to continue the Conversation with Veran, your Momentum AI.
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