--- title: Benefits of Buy Online Return In-Store For Omnichannel Retailers description: Use BORIS to reduce return costs, speed up refunds and exchanges, retain revenue, and create a more convenient customer experience. Read the full guide. image: https://www.hotwax.co/hubfs/buy-online-return-in-store-customer-opening-package.png --- [![HotWax Commerce](https://www.hotwax.co/hs-fs/hubfs/hotwax-logo.png?width=200&height=63&name=hotwax-logo.png)](https://www.hotwax.co/) [![HotWax Commerce](https://www.hotwax.co/hs-fs/hubfs/Common%20assets/Logos/HotWax/HWCLogoDarkMode.png?width=200&height=63&name=HWCLogoDarkMode.png)](https://www.hotwax.co/) ☰ - Product - Overview - [Order Management System](https://www.hotwax.co/product/omnichannel-order-management-system/) - [Store Inventory Management](https://www.hotwax.co/solution/store-inventory-management) - [Omnichannel Suite](https://www.hotwax.co/product/omnichannel-order-management-system-for-shopify/) - [OMS Architecture](https://www.hotwax.co/product/technology/oms-architecture) - [MCP Server](https://www.hotwax.co/product/technology/mcp-server) - [AI Powered Order Routing](https://www.hotwax.co/product/technology/ai-powered-order-routing) - [FAQs](https://www.hotwax.co/frequently-asked-questions) - 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- - [mailto:?subject=Check%20out%20https://www.hotwax.co/blog/how-buy-online-return-in-store-makes-returns-blessings-in-disguise&body=Check%20out%20https://www.hotwax.co/blog/how-buy-online-return-in-store-makes-returns-blessings-in-disguise&media=https://6357099.fs1.hubspotusercontent-na1.net/hubfs/6357099/buy-online-return-in-store-customer-opening-package.png](mailto:?subject=Check%20out%20https://www.hotwax.co/blog/how-buy-online-return-in-store-makes-returns-blessings-in-disguise&body=Check%20out%20https://www.hotwax.co/blog/how-buy-online-return-in-store-makes-returns-blessings-in-disguise&media=https://6357099.fs1.hubspotusercontent-na1.net/hubfs/6357099/buy-online-return-in-store-customer-opening-package.png) - - In today's digital age, consumers are perpetually online, continually browsing and exploring the web for new products and experiences. Consequently, a significant number of retailers heavily rely on online sales for their overall revenue. However, online conversion rates are notably lower than in-store rates, averaging between [2-4%](https://www.convertcart.com/blog/ecommerce-conversion-rate-by-industry) across various industries. In contrast, in-store conversion rates can reach up to 20% to 40%. Additionally, customer acquisition costs are considerably higher online, and the average return rate for online purchases is approximately [20%](https://outvio.com/blog/return-rate-stats/). So, what can retailers do to address the high return rates that erode profits and resources? Enter BORIS. If you're unfamiliar with the term, BORIS stands for Buy Online Return In-Store. It's a strategy that many retailers overlook, yet it holds significant potential for enhancing the profitability of online shopping. In this blog, we will explore the benefits of the [Buy Online, Return In-Store](https://www.hotwax.co/solution/buy-online-return-in-store-boris-software) approach for your organization and examine the distinctions between traditional BORIS and its omnichannel BORIS. ## What’s the Difference Between BORIS and Omnichannel BORIS? "Omnichannel" is a popular term in retail, but there’s a big difference between traditional Buy Online, Return In-Store and Omnichannel Buy Online Return In-Store. That difference can turn a good customer experience into an exceptional one. Traditional BORIS allows customers to return online purchases in-store, but store associates have no background on who the customer is. This happens because older Point of Sale (POS) systems don’t provide a complete view of the customer’s online and in-store purchase history, browsing behavior, or wishlist. While offering return in-store is helpful, it lacks personalization. Omnichannel BORIS takes it a step further by using mobile tools like clienteling apps. These apps help store associates process returns quickly—so customers can skip long lines—while also giving them a full view of the customer’s shopping history. This allows them to suggest relevant products, increasing upselling and cross-selling opportunities. But that’s not all. With a strong omnichannel strategy powered by a [Distributed Order Management System](https://www.hotwax.co/blog/what-is-distributed-order-management-system-and-why-do-retailers-need-it), retailers can resell returned items at full price by fulfilling online orders directly from stores. Even though online shopping is huge, brick-and-mortar stores still have a major advantage. They offer a more personalized experience while also boosting conversion rates and profits. So why not combine the best of both worlds and create a seamless shopping experience? ## The Benefits of Buy Online Return In-Store ### 1. Increase Online Conversion Rates As previously noted, online conversion rates are typically lower than those in physical stores. Implementing Buy Online Return In-Store can help bridge this gap. Recent studies indicate that [62%](https://www.soocial.com/ecommerce-return-statistics) of shoppers are more likely to shop online if they can return their purchases to a physical store, leading to increased online conversion rates and enhanced customer satisfaction. Customers appreciate the convenience of immediate refunds when doing returns in-store, as opposed to the delays associated with shipping returns back to the retailer, awaiting warehouse processing, and reimbursement. ### 2. Save on Shipping Costs In today's market, approximately [75%](https://capitaloneshopping.com/research/free-shipping-statistics) of online shoppers have utilized free shipping offers in the past six months, highlighting the importance of this feature. However, providing free shipping, especially for returns in-store, can be logistically challenging and costly for retailers. By adopting Buy Online Return In-Store, where customers return items in-store, retailers can significantly reduce shipping expenses while maintaining high levels of customer satisfaction. ### 3. Up-Sell and Retain Revenue Often, returns are due to issues like sizing or color preferences rather than dissatisfaction with the product itself. Allowing in-store returns provides customers the opportunity to exchange items immediately, thereby retaining revenue. Moreover, once customers are in-store, they are more likely to make additional purchases, capitalizing on the higher in-store conversion rates. Encouraging in-store returns not only boosts immediate sales but also fosters long-term customer loyalty. By integrating Buy Online Return In-Store into their operations, retailers can enhance the shopping experience, reduce costs, and drive revenue growth. ![Reduce returns and increase revenue- omnichannel returns](https://www.hotwax.co/hs-fs/hubfs/returns-table.webp?width=860&name=returns-table.webp) \*     \*     \* If you're ready to offer your customers a seamless omnichannel experience while boosting your profit margins, reach out to the [HotWax team today](https://www.hotwax.co/connect). Explore our solutions, including clienteling, distributed order management, and more. ## Related Blogs ### [![Shopper holding a return box beside a screen of returned and exchange items, showing Shopify POS Exchanges v2](https://www.hotwax.co/hs-fs/hubfs/blogs/challenges-of-integrating-shopify-pos-exchanges-v2-with-netsuite-erp/challenges-of-integrating-shopify-pos-exchanges-v2.png?width=960&height=538&name=challenges-of-integrating-shopify-pos-exchanges-v2.png) Returns Challenges of Integrating Shopify POS Exchanges v2](https://www.hotwax.co/blog/challenges-of-integrating-shopify-pos-exchanges-v2-with-netsuite-erp) ### [![How can retailers turn returns into revenue instead of losses](https://www.hotwax.co/hs-fs/hubfs/blogs/how-can-retailers-turn-returns-in-ecommerce-into-revenue-instead-of-lo/turn-returns-into-revenue-instead-of-losses.png?width=960&height=498&name=turn-returns-into-revenue-instead-of-losses.png) Returns How Can Retailers Turn Returns in eCommerce into Revenue Instead of Losses](https://www.hotwax.co/blog/how-can-retailers-turn-returns-in-ecommerce-into-revenue-instead-of-losses) ### [![Shopify POS vs Loop POS: Best POS System for Retail Returns](https://www.hotwax.co/hs-fs/hubfs/blogs/shopify-pos-vs-loop-pos-best-pos-system-for-retail-returns/shopify-pos-vs-loop-pos.jpg?width=960&height=498&name=shopify-pos-vs-loop-pos.jpg) Returns Shopify POS vs Loop POS: Best POS System for Retail Returns](https://www.hotwax.co/blog/shopify-pos-vs-loop-pos-best-pos-system-for-retail-returns) ### [![What Is Shopify Exchange v2 and Why Was It Introduced?](https://www.hotwax.co/hs-fs/hubfs/blogs/what-is-shopify-exchange-v2-and-why-is-it-introduced/What-is-shopify-exchange-v2.jpg?width=960&height=498&name=What-is-shopify-exchange-v2.jpg) Returns What Is Shopify Exchange v2 and Why Was It Introduced?](https://www.hotwax.co/blog/what-is-shopify-exchange-v2-and-why-is-it-introduced) ### [![What is Omnichannel Returns Management? How to Guide: Shopify x Loop Returns x HotWax x NetSuite](https://www.hotwax.co/hs-fs/hubfs/blogs/what-is-omnichannel-returns-management/what-is-omnichannel-returns-management.jpg?width=960&height=498&name=what-is-omnichannel-returns-management.jpg) Returns What is Omnichannel Returns Management? How to Guide: Shopify x Loop Returns x HotWax x NetSuite](https://www.hotwax.co/blog/what-is-omnichannel-returns-management) ### [![6 Key Scenarios For Online and In-Store Retail Returns](https://www.hotwax.co/hs-fs/hubfs/blogs/6-key-scenarios-for-online-and-in-store-retail-returns/6-key-scenarios-for-online-and-in-store-retail-returns.jpg?width=960&height=498&name=6-key-scenarios-for-online-and-in-store-retail-returns.jpg) Returns 6 Key Scenarios For Online and In-Store Retail Returns](https://www.hotwax.co/blog/6-key-scenarios-for-online-and-in-store-retail-returns) ### [![How to Master Shopify Returns Management with Loop Returns and NetSuite?](https://www.hotwax.co/hs-fs/hubfs/blogs/how-to-master-shopify-returns-management-with-loop-returns-and-netsuit/shopify-returns-management-with-loop-returns-and-netsuite.png?width=960&height=498&name=shopify-returns-management-with-loop-returns-and-netsuite.png) Returns How to Master Shopify Returns Management with Loop Returns and NetSuite?](https://www.hotwax.co/blog/how-to-master-shopify-returns-management-with-loop-returns-and-netsuite) [![HotWax Commerce](https://www.hotwax.co/hubfs/Hotwax-2021/HotWax_February2020/Images%20Icons,%20Apparel%20background,%20Hexagon/logo-hotwax-dark.svg)](https://www.hotwax.co/) ### Connect ### Headquarters 175 S Main St Suite 1310, Salt Lake City, UT 84111 - Product - [Omnichannel Order Management](https://www.hotwax.co/product/omnichannel-order-management-system/) - [FAQ](https://www.hotwax.co/frequently-asked-questions) - [Product Updates](https://www.hotwax.co/product-update) - [Documentation](https://www.hotwax.co/hotwax-commerce-documentation) - Use cases - [Buy Online Pick-Up In Store](https://www.hotwax.co/solution/buy-online-pick-up-in-store-bopis-software/) - [Configurable Order Routing](https://www.hotwax.co/solution/configurable-order-routing) - [Ship From Store](https://www.hotwax.co/solution/ship-from-store-software) - [Unified Inventory](https://www.hotwax.co/solution/unified-inventory/) - [Pre-Orders](https://www.hotwax.co/solution/pre-orders/) - [Buy Online Return In Store](https://www.hotwax.co/solution/buy-online-return-in-store-boris-software) - [Store Inventory Management](https://www.hotwax.co/solution/store-inventory-management) - Solutions - [Omnichannel OMS for Shopify](https://www.hotwax.co/product/omnichannel-order-management-system-for-shopify/) - [Omnichannel Retail Sales Audit](https://www.hotwax.co/product/omnichannel-retail-sales-audit-oresa/) © 2026 HotWax Commerce ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Anil Patel", "url" : "https://www.hotwax.co/blog/author/anil-patel" }, "dateModified" : "2026-08-07T07:22:51.312Z", "datePublished" : "2020-08-28T04:30:00.000Z", "headline" : "Benefits of Buy Online Return In-Store For Omnichannel Retailers", "image" : [ "https://www.hotwax.co/hubfs/buy-online-return-in-store-customer-opening-package.png" ], "mainEntityOfPage" : { "@id" : "https://www.hotwax.co/blog/how-buy-online-return-in-store-makes-returns-blessings-in-disguise", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.hotwax.co/hubfs/hotwax-logo.png" }, "name" : "HotWax Commerce" } } ```