Returns management: turning the cost center into a brand moment

Stop fighting returns

Brands that try to suppress returns (15-day window, restocking fees) cut returns by 8% and lose 23% of repeat customers. Brands that lean in (free returns, instant store credit, prepaid labels) lift LTV 34%. The math has been clear since 2022 — most brands haven't acted.

The 6 steps

• One-click RMA from the customer portal
• Prepaid label auto-generated
• QC at the warehouse (resell or recycle)
• Refund or exchange in 24h
• Capture reason data in a structured field
• Loop reasons back to product team monthly