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Episode 6 - Returns: The Silent Margin Destroyer (Are Returns Quietly Destroying Your Margin?)
What Happens to a Return After the Customer Drops It Off?
A customer drops off a return. A few days later, a refund lands in their account. Simple, right?
Behind that simplicity sits an entire industry most customers never think about. Dan Culverhouse and Keith Dupres pull back the curtain on what actually happens to a return once it leaves the customer's hands, the sorting, the grading, the decision on whether something can be resold or has to be written off entirely.
They cover the real cost of a return, often as much as 60% of the product's original value once everything is accounted for, the rise of bracketing and serial returners, and whether AI grading, better sizing tools, and store credit can genuinely move the needle.
They also disagree. Should retailers be allowed to charge for returns, or does that just punish the customer for a problem the industry built? And is the resale and vintage boom the quiet solution nobody's properly capitalised on yet?
No tidy conclusion, just an honest conversation about an industry that's been allowed to grow unchecked for years, and is finally being forced into the spotlight.
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By Keith Dupres and Dan CulverhouseWhat Happens to a Return After the Customer Drops It Off?
A customer drops off a return. A few days later, a refund lands in their account. Simple, right?
Behind that simplicity sits an entire industry most customers never think about. Dan Culverhouse and Keith Dupres pull back the curtain on what actually happens to a return once it leaves the customer's hands, the sorting, the grading, the decision on whether something can be resold or has to be written off entirely.
They cover the real cost of a return, often as much as 60% of the product's original value once everything is accounted for, the rise of bracketing and serial returners, and whether AI grading, better sizing tools, and store credit can genuinely move the needle.
They also disagree. Should retailers be allowed to charge for returns, or does that just punish the customer for a problem the industry built? And is the resale and vintage boom the quiet solution nobody's properly capitalised on yet?
No tidy conclusion, just an honest conversation about an industry that's been allowed to grow unchecked for years, and is finally being forced into the spotlight.