When a return request lands in the inbox, most brands see cost. Jordan Bleak sees potential. Joining Glenn Gooding on Parcel Perspectives, the Redo executive reveals how reframing returns can improve both customer experience and the bottom line.
Jordan walks through a real-world test that lifted exchange rates 30%, explains how brands are cutting support volume 15–20%, and argues that rigid policies often alienate first-time shoppers who could become loyal buyers. Along with Glenn, he also digs into the psychology behind returns—why transparency builds trust, how AI restores the “helpful associate” feeling online, and why flexible policies protect revenue better than blanket rules.
For logistics and eCommerce leaders, this episode offers a new playbook: treat every return as a chance to re-sell, re-engage, and rebuild loyalty.
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