Return to Store (BORIS - Buy Online, Return In Store) for Retail
Retail
3-6 months
4 phases
Step-by-step transformation guide for implementing Return to Store (BORIS - Buy Online, Return In Store) in Retail organizations.
Why This Matters
What It Is
Step-by-step transformation guide for implementing Return to Store (BORIS - Buy Online, Return In Store) in Retail 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
- • 4-phase structured approach with clear milestones
You might benefit from Return to Store (BORIS - Buy Online, Return In Store) for Retail if:
- You need: Order Management System (OMS) with omnichannel capabilities
- You need: Point of Sale (POS) system with returns module and real-time inventory sync
- You need: Payment Gateway for instant refunds and store credit
- You want to achieve: Achieve ≥ 65% of total returns through BORIS
- You want to achieve: Increase customer retention rate by ≥ 40% for BORIS users
This may not be right for you if:
- Watch out for: System Integration Issues leading to errors and delays
- Watch out for: Staff Resistance to new processes without proper training
- Watch out for: Customer Confusion due to inconsistent policies
What to Do Next
Start Implementation
Add this playbook to your workspace
Implementation Phases
1
Assessment & Planning
4-8 weeks
Activities
- Audit current return processes and identify pain points
- Evaluate existing systems (OMS, POS, Inventory, Payment Gateway)
- Define BORIS policy (eligibility, timeframes, refund/exchange options)
- Engage stakeholders (store ops, IT, customer service, finance)
- Identify quick wins (digital RA, instant refunds)
Deliverables
- Current state assessment report
- BORIS policy document
- Stakeholder engagement plan
Success Criteria
- Completion of system evaluations
- Stakeholder alignment on BORIS policy
2
System Integration & Tech Enablement
8-12 weeks
Activities
- Integrate OMS, POS, Inventory, and Payment Gateway for real-time data sync
- Implement a Return Policy Engine for automated eligibility checks
- Deploy digital RA with QR codes for seamless in-store verification
- Set up fraud detection for high-risk returns
- Ensure mobile app/POS support for in-store return processing
Deliverables
- Integrated system architecture
- Functional Return Policy Engine
- Digital RA implementation
Success Criteria
- Successful integration tests
- Operational digital RA system
3
Process Redesign & Staff Training
4-8 weeks
Activities
- Redesign in-store return workflow for efficiency and customer experience
- Train store associates on BORIS procedures, fraud detection, and upselling
- Develop scripts and guidelines for customer communication
- Pilot BORIS in select stores to test and refine processes
Deliverables
- Redesigned return workflow
- Training materials and sessions
- Pilot program feedback report
Success Criteria
- Positive feedback from pilot stores
- Completion of staff training sessions
4
Rollout & Optimization
4-8 weeks
Activities
- Launch BORIS across all stores
- Monitor performance using dashboards and KPIs
- Gather customer and staff feedback
- Continuously optimize processes and technology based on insights
Deliverables
- BORIS launch report
- Performance monitoring dashboard
- Optimization plan based on feedback
Success Criteria
- Achieve target KPIs for return processing
- Positive customer feedback post-launch
Prerequisites
- • Order Management System (OMS) with omnichannel capabilities
- • Point of Sale (POS) system with returns module and real-time inventory sync
- • Payment Gateway for instant refunds and store credit
- • Inventory Management System for accurate stock updates
- • Return Policy Engine for automated eligibility and fraud detection
- • Mobile App/POS Integration for in-store return processing
- • Staff Training Program for BORIS procedures
Key Metrics
- • BORIS Return Rate
- • Customer Retention Rate
- • In-Store Foot Traffic
- • Return Processing Time
- • Instant Refund Rate
- • Fraud Detection Rate
Success Criteria
- Achieve ≥ 65% of total returns through BORIS
- Increase customer retention rate by ≥ 40% for BORIS users
Common Pitfalls
- • System Integration Issues leading to errors and delays
- • Staff Resistance to new processes without proper training
- • Customer Confusion due to inconsistent policies
- • Fraud Risk from increased in-store returns
- • Inefficient Inventory Disposition of returned items
ROI Benchmarks
Roi Percentage
25th percentile: 15
%
50th percentile (median): 50
%
75th percentile: 70
%
Sample size: 500