How Smart Retailers Are Tackling The $1 Trillion Returns Problem

In this episode of the Omni Talk Expert Series, hosts Chris Walton and Anne Mezzenga are joined by David Marine, VP of Customer Strategy at Narvar, for a comprehensive deep dive into the $1 trillion returns challenge facing modern retailers and the innovative strategies being deployed to solve it.

David brings unique insights from Narvar’s work with over 1,500 retailers and brands across the globe, sharing how the post-purchase experience platform is helping companies transform returns from a cost center into a competitive differentiator through data-driven personalization and operational excellence.

Key Moments:

[0:25] – Introduction to David Morin and Narvar’s role in post-purchase customer experience
[4:15] – The typical Narvar relationship: beyond email notifications to strategic consulting
[7:02] – Breaking down the returns charging trend: 55% of retailers now charge “at some point”
[12:26] – Why personalized return policies based on customer data don’t hurt conversion
[16:52] – The real cost of returns: $30-$100 per return when you factor in all operational expenses
[22:07] – The chandelier story: how great returns experiences drive repeat purchases
[27:30] – Operational strategies for reducing returns costs without alienating customers
[32:04] – The shocking reality of returns fraud: 52% of consumers admit to some form of abuse
[34:00] – AI-powered tools and data analytics transforming returns management

This conversation is essential listening for retail executives, e-commerce leaders, and operations managers looking to optimize their returns processes while maintaining exceptional customer experiences.

Be careful out there,

– Chris, Anne, and the Omni Talk team

P.S. To see our full lineup of past Ask An Expert conversations, head here.

#retailreturns #ecommercestrategy #retailoperations #customerexperience #retailtech

Music by hooksounds.com