An evolution in the retail industry is happening before our eyes. Pre-Covid, most consumers returned unwanted items to the store’s service counter, which allowed the retailer to re-stock certain products in good condition. In 2020, we entered an era where customers shopped online in record numbers and returned e-commerce purchases at double the amount compared to 2019. That trend won’t change drastically this year.
To keep pace with this barrage of unrelenting returns, retailers must turn to a service-based model, or they’ll leave significant profits on the table
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