REWISE |  INSIGHT PAPER   Why returns are harder than they look — and what to do about it   Think about what happens the moment a customer decides to return a product. They initiate the return — perhaps through a portal, perhaps by calling your team. A logistics provider collects it, or they drop it to a carrier. The item travels. Somewhere, someone decides whether it's resaleable, needs refurbishment, should go to a liquidation partner, a recycler, a charity. Meanwhile, a cu

Returns on average are around 17% of sales – rising to 45% for some categories. Understanding the full impact of returns on customer...