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Why You’re Going to Pay for the Online Return Mess
The e-commerce sector used free returns to build trust with shoppers, but it’s become too expensive.
Online returns have increased during the pandemic, a troubling development for retailers.
Photographer: Hollie Adams/BloombergThis article is for subscribers only.
One of the foundations of online shopping has been free returns, but not anymore.
After years of subsidizing them, more retailers are charging customers to send back unwanted goods. It’s a risky move because shoppers have become accustomed to buying an item in multiple sizes and colors and returning what doesn’t fit for free.