Is the Era of Free Returns Over?

Amit Sharma is the founder and CEO of Narvar. Narvar works with companies such as Sephora, Lululemon and Home Depot to manage the post-purchase phase of online shopping — tracking, alerts and returns. Around 10 percent of online purchases are returned and every return cuts into retailers’ profits.

Amit’s problem is this: consumers have learned to love free returns, but can retailers afford them?

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