The returns system is broken: how will it change in 2023/24?


The returns system is broken: how will it change in 2023/24?

27 Sep 2023
Post-Purchase Customer Experience Theatre: Delivery & Fulfilment

Over a year on from Zara setting the precedent of charging for ecommerce returns, retailers are still weighing up how best to deal with the sheer number of items being sent back. Join our panel of experts as they deep-dive into returns. This session will explore: 

  • What retailers can do to tackle 'wardrobing' and serial returners
  • How technology could be critical in better understanding why shoppers return ecommerce buys in the first place, as well as limiting the problem 
  • The part loyalty programmes have to play 
  • Why the growth of PUDO (pick up and drop off) networks could change the returns landscape
Katie Searles, Editor - InternetRetailing
Andy Mulcahy, Strategy and Insight Director - IMRG
Don Magrane, Founder - Skins Golf
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