News Article

How Free Returns on Online Purchases are Crippling Retailers

The holidays account for about $69 billion in returned merchandise

Well-intentioned holiday gift-giving means there will be plenty of holiday returns. While shoppers used to head back to the stores to exchange those presents for something they really want, many will be sending their returns back the way they were purchased: through e-commerce channels. E-commerce has made it easy for consumers to be indecisive without financial consequence — at least for the shopper.

Now retailers have to find ways to reel in the price of a perk that customers have come to take for granted.