Happy Returns' return bars are proving to do more than handlereverse logistics returns for ecommerce retailers. New data fromthe company shows that these return stations—which accept in-personreturns of goods purchased online—are helping to drive in-storeshopping. Retailers with return bars saw a 6.3% increase in storerevenue and a 16.8% increase in online shopping.

"Retailers find that offering returns inside their stores is aproven method for adding valuable foot traffic and increasingsales," David Sobie, CEO of HappyReturns, tells GlobeSt.com. "New and existing customersspent more after Paper Source started hosting Happy Returns' ReturnBars at its retail locations. An academic study quantified theprogram's contribution to in-person sales: 'Existing Paper Sourcecustomers spend more because of Happy Returns. Shoppers whofrequent Paper Source prior to using a Return Bar spend an averageof 3.2% more after using the in-person return service.'"

Return bars have also been a source of capturing new customers,and those new customers spent more on average. The data shows thatnew customer spending increased 20.5% while existing customerspending increased 3.2%. "New customers spend even more,repeatedly. New Paper Source customers, sourced via the Return Barchannel, spend 20.5% more than existing Paper Source patrons onaverage," says Sobie. "New customers also return to stores laterwithout a return, with the express purpose of buying Paper Sourceitems." Happy Returns' return bars shut down during the pandemic toadhere to local retail closure mandates, but in some ways ithighlighted the need for an ease of return option. "The pandemiccaused a massive influx of items and significant shipping delaysacross most carriers, leaving many consumers waiting for weeks fortheir returned items to reach retailers, so that they'd finallyreceive their refunds," says Sobie. "Although our returnbars closed with the rest of the retail world during stay-at-homeorders in March and April, many shoppers were eager to get back tothe convenience of in-person returns when stores and Return Barsre-opened. When Paper Source reopened its doors in May, customerscalled immediately to ask if they could drop off returnsagain."