For customers, returns are often when customer experience and loyalty is really tested. A confusing process, long wait times, or inconsistent answers can undo months of brand trust in minutes.

Retail returns are a $850 billion problem. A cross-functional approach combining consumer education and a "returns czar" are crucial to manage this complex issue.

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 ...

Every holiday season, retailers pour resources into making their checkout experiences accessible. They audit shopping carts, ...

Forbes contributors publish independent expert analyses and insights. Pam Danziger reports on retail, focused on the luxury consumer market. Ask anyone in retail, and they’ll tell you that returns are ...