RLA News & Views

Returns Are the Retail Industry’s Quietly Mounting Logistics Problem

November 28, 2022

Customer returns are skyrocketing in the U.S., but many items don’t go back to retailers’ shelves. WSJ looks into the complicated process and how retailers are responding to increasing returns.

"The best of all possible answers is that the good gets repackaged and goes back on the shelf so it's ready for sale as a new item," says Alan Amling, Fellow, University of Tennessee Global Supply Chain Institute.

"We shop at a store- we see, smell, touch an item. We know what we're getting. We shop online- we don't have that sensation and so we end up buying more items so that we can see, smell, touch them."

Watch the Wall Street Journal video here: