Blocking customers for too many returns is not the solution but neither is ignoring the problem

A Swedish retailer has blocked 42,000 customers for returning too many items. This is a critical time, and this one act has put a spotlight on how retailers are facing a fight to balance profit, customer relations and environmental responsibility. Here’s how retailers get it right, writes Anton Eder, a retail expert from parcelLab.  

When it comes to returns management, retailers have a fine balancing act to achieve. They need to make decisions that keep their business profitable; they need to keep customers coming back but also make environmentally responsible choices. 

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