Forty-three percent of retailers say handling online order returns in-store is a top challenge, and that increases in the volume of returns has created new costs, according to a new study from Retail Systems Research (RSR), sponsored by retail technology provider Jumpmind. More than one-in-five retailers told RSR their stores were not designed for today’s more advanced customer service functions, such as order pickup, online returns, etc. Forty-one percent said that omnichannel fulfillment and returns require new in-store sales rep roles and workflows. RSR noted that the average return rate for online transactions is three-times higher than the return rate for in-store purchases. Despite challenges, 72% of retailers surveyed believe in-store returns can create opportunities to drive new sales. However, only 17% of shoppers end up spending more money following a return in-store. The vast majority of consumers surveyed (43%) simply return the item and walk out, revealing that retailers have a long way to go in improving the process.