02:30: The ecommerce returns tax
05:50: Removing the friction from the returns process
08:30: Customers today shop differently
12:10: Mapping your cost structure to your return policy
15:55: Turning returns into exchanges
18:00: Customers only know one channel, their channel
22:10: Returns as part of the fulfillment process
26:00: Providing return options to customers
30:00: The pivotal ‘return point’
