Peer tips for turning returns into retention and revenue
Posted January 2026
After you ring in the new year, you may see a wave of holiday returns. How you handle them matters more than you might think. Every return is much more than a drop off. It’s an opportunity to increase sales and gain repeat business—just ask Marielou Ray, the owner of Pack Rat in New Orleans.
Throughout the year, her FASC store accepts around 100 returns a week. During the “mini peak” in January, Marielou and her six employees see up to 250 per week! She has some tried-and-true advice to help you make the most of return drop offs.
Prioritize connections, not transactions
Marielou says the most important thing is how you treat people. When a customer brings a return to your FASC, get to know them.
“Try to get them to open up and talk to you,” she said. “For example, if they’re returning dressy clothing, ask if they have a wedding or special event planned.”
By starting conversations with “family and friends,” as Marielou calls them, she has created loyal customers. Even with people who weren’t on board at first!
“I want the phone answered in three rings, and every customer to be greeted with ‘Hello, how are you, what can I help you with?’”
Offer QR code returns
If you’re using an approved FedEx Compatible Service Provider, you can start offering these returns today. “It’s easier for customers,” Marielou said. “They don’t have to email us a label. They bring us the QR code on their phone or laptop to scan.” This capability has brought more traffic into her store—and increased revenue from quarterly FedEx incentives.
Add value and upsell
- Respect customers’ time. “They want to get in and out fast,” Marielou said. “So, we try to overstaff through January, and we open a fourth register for returns.”
- Offer to help customers pack returns. It’s a big timesaver for them and a revenue opportunity for you!
- Stock the right supplies. Most of Marielou’s returns are clothing, so she keeps small and large bags at the counter to save time.
- Be a go-to for everyday items. “We sell greeting cards, office supplies, and little things you might use around the house,” Marielou said.
“Allie is our little mascot. She’s been with us for nine years. She gets so excited when I say ‘Let’s go to work!’ that she grabs her toys and throws them in the air.”
Practical tips for managing returns
Keep a list of return tracking numbers for transactional records.
Store packages securely, away from customer access.
Don't charge for pre-labeled drop offs (per FASC requirements). But look for opportunities to upsell packing assistance. Make sure to have plenty of supplies on hand.
Brush up on signs of return fraud so you can recognize scams.