81% of US retailers introduced pay-to-return policies in 2023, with $743B in returned goods (14.5% of total US retail sales).

81% of US retailers implemented pay-to-return policies in 2023, with $743 billion in returned goods (14.5% of total US retail sales). Many large retailers, such as Amazon, Macy's, T.J.Maxx, Walmart, and Staples, cut return windows, charge for returns or ban certain customers. Retailers use third-party loss-prevention services like The Retail Equation to track risky return behavior and assign return scores to shoppers, potentially overriding a store's return policy and leaving customers with no refund.

May 10, 2024
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