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Omnichannel, in-store help desks, web to store... With 38% of sales online and a double-digit returns rate, Best Buy developed a unique process dedicated to making the most of returns. Chuck Johnston, Chief Strategy Officer at ReturnPro (formerly goTRG), explains.
For Best Buy (US$43.45 billion turnover in 2023, of which 38% from online sales in the U.S.A), the issue of e-commerce returns has become key. Indeed, for the home electrical retailer, the returns rate is over 10% according to our sources. This topic will be critical this year, with Best Buy announcing a marketplace launch in the U.S.A with Mirakl in H1 2025.
At Best Buy, 40% to 50% of returns are made in the group’s 938 stores in the U.S.A, while this figure rises to 70% at The Home Depot, via
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Article authors
Sophie Baqué
Chief Editor of mind Retail