Most retailers don't have a return policy problem. They have an incentive problem.

In this episode of Supply Chain Now, Scott W. Luton is joined by David Sobie, Co-Founder and CEO of Happy Returns, for a deep dive into the returns crisis and reverse logistics. David brings over a decade of real-world experience helping major retail brands turn post-purchase friction into customer loyalty. He shares critical data from their latest report with the NRF, exposing a staggering rise in retail fraud, the undeniable psychology of the in-person return, and why over 70% of merchants are moving away from free returns to save "dead stock" from rotting off store shelves.

Jump into the conversation:

(00:00) Intro

(04:41) Career beginnings and lessons learned

(08:15) Hautelook marketing sparks Happy Returns

(12:00) BORIS revolutionizes online return experience

(19:38) Speed and return fees impact retail

(22:53) Combating returns fraud with technology

(31:44) Expanding network to ten thousand locations

(35:16) Expert advice for supply chain leaders

(39:11) Future of personalization and growth

Additional Links & Resources:

This episode was hosted by Scott Luton and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/driving-innovation-returns-management-happy-returns-1594

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