Today’s consumers have infinite shopping choices and rising expectations for a positive customer experience. They’re demanding more flexibility and convenience, both in how they make purchases and returns. With this, we’re seeing many retailers look to omnichannel capabilities to augment their existing customer experience, perhaps most notably including BOPIS (buy-online-pickup-in-store) and BORIS (buy-online-return-in-store).

As of 2019, 68% of US consumers bought a product online, only to pick it up in-store, with many of them citing quick access to their purchased item as the main driver.1 Further, according to Optoro research, 87% of consumers would rather return an item to a physical store instead of mailing it back—regardless o