Op-Ed: Returns Are Every Retailer’s Double-Edged Sword

Last year, experts estimate retailers took back an overall value of $369 billion in returned merchandise. Thomas S. Robertson of the Wharton School and the Academic Director of the Baker Retailing Center explores the unsustainable state of retail return policies. “My advice is to be thoughtful in your efforts to discourage returns, but find your own unique way to use them to your advantage.”

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