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Agenda-setting intelligence, analysis and advice for the global fashion community.

Why Consumers Are Going to Pay for the Online Return Mess

The pullback on returns comes after the e-commerce sector spent the past two decades removing costs from supply chains and customer service. But returns had barely been touched, leaving them as one of the few places with lots of room for reducing expenses.
Zara return boxes.
After years of subsidising them, more retailers are charging customers to send back unwanted goods, including Zara. (Shutterstock)

One of the foundations of online shopping has been free returns, but not anymore.

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Further Reading

Reimagining the Returns Process to Unlock Growth

BoF sits with Andrew Pease, senior growth director at Happy Returns, and consumer psychologist Kate Nightingale, to hear how companies can transform returns from customer pain point to growth opportunity.

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