Returns are a significant cost of doing business online, especially in sectors such as apparel and shoes where returns rates can be 30% plus.

Our 2018 report highlighted the need for retailers to calculate the TRUE and full cost of returns, proposing a true cost of returns model that retailers could adopt to their business.

In this episode Colin Peacock and Professor Adrian Beck consider how retailers are trying to find the right balance between making it as easy as possible for customers to return items in-store, at the least cost while balancing the increased risk of fraud from some customers who might abuse a self returns system.

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