NOTRE DAME, Ind. — Americans return $816 billion worth of merchandise every year. Most retailers see this as a massive headache, but a few smart ones are turning it into an effective strategy to earn ...

The returns experience may have once been a secondary concern, but it has since become a crucial element of a brand’s overall customer experience. More than half of consumers — 54% — said that a brand ...

Let’s get back to the discussion of the definition of a customer: Are we talking about the customer as a business or the customer as a person? If the customer is a business, then it is likely that the ...

Black Friday and Cyber Monday are over. Dashboards already show who hit targets and who missed. What they do not show is how that weekend felt to customers. Over the next few weeks, retailers will ...

Shipping still sells. Free, fast shipping continues to drive conversions and reduce cart abandonment, especially when unexpected fees are avoided. Returns build trust. Simplified, no-hassle returns ...

Lax return policies and lenient fraud prevention measures are fueling a surge in ecommerce fraud, ultimately burdening consumers with higher prices and diminished trust in online shopping. Ecommerce ...

Forbes contributors publish independent expert analyses and insights. Pam Danziger reports on retail, focused on the luxury consumer market. Retail returns are a massive $850 billion problem by 2025, ...

Some Amazon shoppers will soon be getting long-awaited refunds. The online retailer is issuing refunds to a small collection of U.S. customers who had issues with returns in the past. At least one ...