Readers may have heard the classic Steve Jobs quote, “Some people say, ‘Give the customers what they want.’ But that’s not my approach. Our job is to figure out what they’re going to want before they ...

A small business's products can fail due to forces within or beyond the control of the customer. In either case, consumers have an expectation that a manufacturer or retailer will repair the product, ...

Founder/CEO of Narvar. Amit has decades of experience across supply chain, information technology and business analytics. Returns, while costly, present an incredible opportunity for brands to build ...

Online shopping is arguably the most convenient purchasing experience. A person can be anywhere at any time, search your online shop, press a button, and magically a shipment arrives at their door. It ...

Some Amazon shoppers will soon be getting long-awaited refunds. The online retailer is issuing refunds to a small collection of U.S. customers who had issues with returns in the past. At least one ...

Retailers differentiate their brands from the competition through product assortment, price and quality. Customer experience matters, too — particularly when it comes to return policies. Part of Maine ...

A viral video of a Costco customer returning a couch purchased over two years ago sparked online discussion about the wholesale retailer’s return policy and whether customers are abusing it. A woman ...

AUSTIN, Texas--(BUSINESS WIRE)--Small and midsize retail businesses (SMBs) are facing a perfect storm of rising product return rates, coupled with growing consumer expectations for eco-friendly ...

Many retailers are getting the concept of customer journeys wrong, or, rather, they have great customer journeys mapped out — they just end after the “purchase” moment. For sure, the concept of a ...

News moves fast, and there's not always time to untangle the complex forces driving the day's biggest stories. WSJ Explains breaks down big market moves, business and economic trends, and scientific ...