Return to Store (BORIS - Buy Online, Return In Store) for Grocery
Grocery
6-9 months
4 phases
Step-by-step transformation guide for implementing Return to Store (BORIS - Buy Online, Return In Store) in Grocery organizations.
Why This Matters
What It Is
Step-by-step transformation guide for implementing Return to Store (BORIS - Buy Online, Return In Store) in Grocery organizations.
Is This Right for You?
46% match
This score is based on general applicability (industry fit, implementation complexity, and ROI potential). Use the Preferences button above to set your industry, role, and company profile for personalized matching.
Why this score:
- • Applicable across related industries
- • 6-9 months structured implementation timeline
- • Moderate documented business impact
- • 4-phase structured approach with clear milestones
You might benefit from Return to Store (BORIS - Buy Online, Return In Store) for Grocery if:
- You need: Order management system integration
- You need: Payment gateway for instant refunds
- You need: POS system with returns module
- You want to achieve: Customer satisfaction with BORIS ≥ 85%
- You want to achieve: Reduction in return shipping costs by 30-50%
This may not be right for you if:
- Watch out for: Risk of accepting ineligible or unsafe returns
- Watch out for: Inventory sync delays for returned items
- Watch out for: Fraudulent returns, especially for high-value items
What to Do Next
Start Implementation
Add this playbook to your workspace
Implementation Phases
1
Discovery & Assessment
4-6 weeks
Activities
- Audit current return processes and systems
- Map customer journey for online returns
- Identify eligible product categories
- Engage store managers and associates for feedback
- Review regulatory and food safety requirements
Deliverables
- Current state assessment report
- Customer journey map
- List of eligible product categories
Success Criteria
- Completion of audit and mapping
- Stakeholder feedback collected
2
Technology & Policy Enablement
8-12 weeks
Activities
- Integrate order management, POS, and inventory systems
- Implement return policy engine with grocery-specific rules
- Set up payment gateway for instant refunds
- Develop digital return authorization with QR codes
- Configure fraud detection for high-risk returns
Deliverables
- Integrated technology systems
- Configured return policy engine
- Digital RA system with QR codes
Success Criteria
- Successful integration of systems
- Policy engine operational
3
Store Readiness & Training
4-6 weeks
Activities
- Equip stores with mobile POS or tablets for returns processing
- Train associates on BORIS workflow and eligibility checks
- Establish procedures for inspecting returned items
- Set up secure storage for returned inventory
- Communicate policy to customers via various channels
Deliverables
- Trained store associates
- Established inspection procedures
- Customer communication materials
Success Criteria
- Associate training completion rate
- Customer awareness of BORIS policy
4
Pilot & Scale
8-12 weeks
Activities
- Launch BORIS in 5-10 pilot stores
- Monitor KPIs and gather feedback
- Refine processes based on feedback
- Address operational bottlenecks
- Roll out to all stores with ongoing support
Deliverables
- Pilot store performance report
- Refined BORIS processes
- Full rollout plan
Success Criteria
- Pilot stores meet KPI targets
- Successful rollout to all stores
Prerequisites
- • Order management system integration
- • Payment gateway for instant refunds
- • POS system with returns module
- • Return policy engine
- • Inventory management system integration
Key Metrics
- • % of online returns processed in-store
- • Average time to process in-store return
Success Criteria
- Customer satisfaction with BORIS ≥ 85%
- Reduction in return shipping costs by 30-50%
Common Pitfalls
- • Risk of accepting ineligible or unsafe returns
- • Inventory sync delays for returned items
- • Fraudulent returns, especially for high-value items
ROI Benchmarks
Roi Percentage
25th percentile: 35
%
50th percentile (median): 50
%
75th percentile: 65
%
Sample size: 100