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Modern Retail

While big retailers levy return fees, smaller brands fear alienating customers

Published: 
December 5, 2022

Making a return at a major retailer this holiday season may result in a hefty fee. But for smaller players, the strategy is more complicated.

For years, free returns were a staple of the holiday season, but now dozens of big companies are rethinking their policies to try to recoup money from rising logistics costs. Roughly 60% of retailers say they are changing their policies this year, with 67% charging additional shipping or restocking fees, according to a report from the return management solutions company goTRG. Today, Zara, Pacsun, L.L.Bean, Anthropologie and REI all deduct dollars from customers’ refunds if they make a return by mail.

Still, several smaller e-commerce brands told…

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About goTRG

goTRG is a leading reverse logistics company that specializes in solving returns. goTRG's connected suite of returns management SaaS, reverse supply chain, and ReCommerce services, under one roof, delivers a true end-to-end solution for returns from initiation through resale. goTRG works with retailers, eCommerce brands, and vendors, to deliver the smartest choices for every touch movement and pricing decision, while also preventing items from unnecessarily ending up in landfills.

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