Returns Management — More Than Just A Label

March 2013 Integrated Solutions For Retailers

By Bob Johns, associate editor

As consumers purchase more online, their expectations for how returns are handled have changed.

Returns management has become a major issue for retailers as e-commerce continues to maintain double-digit growth. Knowing how to handle returns has become a huge customer service issue for retailers as online competition increases. Here we speak with Marc Smith, director of product management in the parcels line of business with Canada Post, to discuss how retailers can take returns management from a cost center to a profit center.