Shift over the last few years to paid returns

Added: 2026-05-16

[00:00:00]I think what we've seen over the last few years has been a a big shift towards things like paid returns. Uh we've seen uh you know, returns become a boardroom issue uh and they're they're now front of mind. They used to be a kind of dirty word and and something that was slightly an afterthought or or maybe not even considered at all. And now they're a uh an >> [clears throat] >> opportunity to win customers, to retain customers, uh and to turn them into a profit center. So, going forward the next few years, um I think you'll see a lot more things around obviously AI coming in, uh segmentation around customers, uh a genetic returns, and you'll see also um a lot more uh personalization where where retailers want to handle different customers in different ways depending on uh their their patterns of behavior, depending on their spend, depending on their location, and depending on uh their keep rate, so how much they buy versus how much they keep. We've already seen about that with ASOS launching that earlier in the year, uh but I think that'll become much more widespread.