Two very different things hide behind the word “exchange”
Two very different things hide behind the word "exchange" A customer wants a medium instead of a large. Simple enough. Here is what makes it hard. To say yes, you have to promise them th...
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The best returns experience generates no tickets at all
The best returns experience generates no tickets at all Every team we speak to says the saving is customer service time. Almost nobody has counted it, and almost everybody is measuring the ...
The 4 costs missing from your cost per return
The 4 costs missing from your cost per return Most returns business cases lose internally because the number at the top is too low. Here is where the missing money sits, where the data lives ...
FAQ Right of Withdrawal
You asked. We answered. Everything from the Withdrawal Webinar Q&A - in one place. Book a walkthrough ...
What is post-purchase experience in ecommerce?
Post-purchase experience refers to everything that happens after a customer receives a product. In ecommerce, this stage includes interactions such as returns, exchanges, refunds, warranty cl...
EU withdrawal button
The EU withdrawal button in ecommerce: what the new law means (and how to be ready by June 19, 2026) From June 19, 2026, ecommerce businesses selling to consumers in the EU must comply wi...
5 thought experiments 2026
5 Five thought experiments to fix your returns before next peak Jennie Gerum December 2, 2025 6 min
Why the fashion industry is solving the wrong problem
Why the fashion industry is solving the wrong problem New research reveals that the solution to rising return costs isn’t better fit - it’s better control. Fashion brands have spent years ...
The real profitability killer in e-commerce
The real profitability killer in e-commerce The real growth metric in 2025 isn’t sales, it’s profit after returns.And the real profitability killer in e-commerce? It’s not returns thems...
Why you need a returns manager
The Returns Manager: Why you need one Returns Managers are the new Ecom Managers.Not because they handle boxes, but because they protect what your topline growth alone can’t: margin, flow, ...