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Episode 5: The returns evolution, fulfilling the customer experience

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’

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