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Opinion: Don’t make your returns problem an experience problem

Online shopping has surged by 30 percent since the pandemic began and the share of e-commerce as a purchasing platform is continuing to grow. Many retailers are also seeing a spike in product returns accompanying this change, with Accenture research showing returns of online purchases can reach three times the number of returns for products bought in-store.  For retailers already navigating wholesale shifts in consumer behaviour, this can seem an expensive and unnecessary headache, and the