Omnichannel shopping is here to stay, with nearly eight in 10 shoppers in Asia Pacific favouring a blend of online and in-store shopping. The ease of making returns is the leading reason shoppers choose to shop in stores, according to Zebra Technologies’ 16th Annual Global Shopper Study.
However, the increase in returns has impacted retailers globally, growing to US$1.8 trillion according to the IHL Group.
This is why 74% of retailers in Asia Pacific are in the process of upgrading their returns management technology. More than two-thirds (68%) say they plan to deploy reverse logistics technology by 2026 to better manage fulfilment pressures. Thirty-two per cent also consider charging a fee for online orders from frequent returners to potentially improve the overall profitability of online orders.
“We are seeing a significant uptick in both sales and returns as e-commerce continues to grow. What's becoming increasingly apparent is the pivotal role of technology in navigating this competitive landscape. Retailers are realising the importance of employing technology to smartly manage the surge in demand and ensure a seamless and efficient handling of orders and processes,” says Christanto Suryadarma, sales vice president for Southeast Asia and South Korea at Zebra Technologies Asia Pacific.
To further improve their overall operational efficiency, over half of retailers in the region plan to deploy handheld mobile computers, scanners, radio frequency identification/RFID, as well as task and workforce management software by 2026.
They also see the value of self-checkouts, with 88% agreeing that the technology allows associates to work on higher-value tasks and improves the customer experience. Yet, the majority also cite store shrinkage and theft as the major issues with self-checkouts. In response, many retailers expect to deploy loss prevention analytics (55%) and demand planning and forecasting (61%) by 2026.
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“In view of ever-evolving consumer expectations, providing a seamless experience is no longer a luxury but a necessity -- whether it is browsing, acquiring, consuming, or returning merchandise. The successful operation of a modern store needs to elevate the customer experience, foster stronger engagement among retail associates, optimise inventory management to build brand preference, and increase profitability in today’s dynamic environment,” says George Pepes, Apac vertical solutions lead for Healthcare and Retail at Zebra Technologies.
