What is the secret of successful online stores? They never forget about post-purchase experience. With 70% of customers reading your return policy, it is a great chance to turn your return policy into your competitive advantage. A today’s customer is looking for an excellent shopping and also post-shopping experience. Look how these stores handle the return process. ZAPPOS Zappos’s entire business is based on hassle-free shipping and returning. Customers don't need to worry about anything while buying items online. Zappos provides free shipping. And what’s more, buyers have 365 days to make the return and Zappos will pay for the return process.