Return to Store (BORIS - Buy Online, Return In Store) for Hospitality
Hospitality
3-6 months
5 phases
Step-by-step transformation guide for implementing Return to Store (BORIS - Buy Online, Return In Store) in Hospitality organizations.
Why This Matters
What It Is
Step-by-step transformation guide for implementing Return to Store (BORIS - Buy Online, Return In Store) in Hospitality organizations.
Is This Right for You?
51% 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
- • 3-6 months structured implementation timeline
- • Requires significant organizational readiness and preparation
- • High expected business impact with clear success metrics
- • 5-phase structured approach with clear milestones
You might benefit from Return to Store (BORIS - Buy Online, Return In Store) for Hospitality 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: Reduction in return processing time
- You want to achieve: Increase in guest satisfaction scores
This may not be right for you if:
- Watch out for: Fragmented systems across properties
- Watch out for: Insufficient staff training
- Watch out for: Lack of real-time inventory visibility
What to Do Next
Start Implementation
Add this playbook to your workspace
Implementation Phases
1
Assessment & Planning
4-6 weeks
Activities
- Review existing order, payment, POS, and inventory systems
- Assess guest return behaviors and hospitality service standards
- Identify integration points and gaps
- Define BORIS policy aligned with hospitality return/refund regulations
Deliverables
- Assessment report on current systems
- BORIS policy document
Success Criteria
- Identification of all integration points
- Clear understanding of guest return behaviors
2
Technology Integration & Development
6-8 weeks
Activities
- Integrate Order Management System (OMS) with POS and inventory
- Enable payment gateway for instant refunds
- Implement return policy engine with hospitality-specific rules
- Develop digital RA issuance with QR codes
- Configure in-store return assistant tools
Deliverables
- Integrated technology systems
- Operational digital RA issuance process
Success Criteria
- Successful integration of all systems
- Functionality of instant refund processing
3
Process Redesign & Staff Training
4-6 weeks
Activities
- Map BORIS customer journey tailored to hospitality guests
- Train front-line staff on return verification and guest communication
- Develop scripts and service standards for in-store return interactions
- Establish procedures for inventory disposition and restocking
Deliverables
- Training materials for staff
- Documented return workflow processes
Success Criteria
- Staff competency in return processes
- Positive feedback from staff training sessions
4
Pilot & Feedback
4-6 weeks
Activities
- Launch BORIS in limited properties
- Monitor return processing times and guest satisfaction
- Collect feedback from staff and guests
- Adjust processes and technology based on pilot results
Deliverables
- Pilot program report
- Feedback summary and adjustment plan
Success Criteria
- Reduction in return processing times
- Improvement in guest satisfaction scores
5
Full Rollout & Optimization
4-8 weeks
Activities
- Deploy BORIS capability enterprise-wide
- Continuously monitor KPIs and operational metrics
- Optimize based on data insights and guest feedback
- Implement proactive communication strategies for guests
Deliverables
- Enterprise-wide BORIS deployment
- Ongoing optimization plan
Success Criteria
- Achievement of target KPIs
- Sustained guest satisfaction improvements
Prerequisites
- • Order management system integration
- • Payment gateway for instant refunds
- • POS system with returns module
- • Return policy engine
- • Inventory management system integration
- • Multi-property system integration
- • Guest identity and loyalty program integration
- • Compliance with hospitality refund policies
- • Staff training on guest experience
- • Physical store layout considerations
Key Metrics
- • Return processing time
- • Guest satisfaction scores
- • Return fraud rate
- • Inventory restocking speed
- • In-store traffic uplift
- • Upsell conversion rate
- • Cost savings
Success Criteria
- Reduction in return processing time
- Increase in guest satisfaction scores
Common Pitfalls
- • Fragmented systems across properties
- • Insufficient staff training
- • Lack of real-time inventory visibility
- • Poor guest communication
- • Return fraud risks
- • Physical space constraints
ROI Benchmarks
Roi Percentage
25th percentile: 30
%
50th percentile (median): 50
%
75th percentile: 70
%
Sample size: 45