From Processing to Prevention: The Critical Topic of Returns Management with Tom Enright of Gartner

In this insightful episode from the Gartner Supply Chain Symposium 2025, Scott Luton of Supply Chain Now sits down with Tom Enright, Vice President of Retail Supply Chain at Gartner. The two dive into one of the most overlooked yet critical areas in retail logistics: returns management. Tom explains why the industry must shift from simply processing returns to preventing them—and how analytics and tech can help.They also tackle major challenges like:The rise in returns fraud and how to fight itWhy most companies still don’t have dedicated leaders managing returnsHow better returns strategies can boost secondhand sales and reduce wasteWhat consumer expectations really are when it comes to e-commerce shippingThe growing power of marketplaces in shaping retail dynamicsPlus, Tom shares his love for golf and offers advice on navigating today’s complex supply chain landscape. Don’t miss this must-watch conversation for anyone in retail, logistics, or supply chain leadership.Additional Links & Resources:Connect with Tom: https://www.linkedin.com/in/tomenright/Learn more about Gartner: https://www.gartner.com/enWatch our other interviews from Gartner Supply Chain Symposium 2025: https://supplychainnow.com/gartner-2025 Learn more about Supply Chain Now: https://supplychainnow.comWatch and listen to more Supply Chain Now episodes here: https://supplychainnow.com/program/supply-chain-nowSubscribe to Supply Chain Now on your favorite platform: https://supplychainnow.com/joinWork with us! Download Supply Chain Now’s NEW Media Kit: https://bit.ly/3XH6OVkWEBINAR- Real Stories: How an Australian Powerhouse Unlocked Millions in Capex Using Advanced Supply Chain Planning: https://bit.ly/3TsxBUFWEBINAR- Unleash Your Inner Pioneer: How to Transform How You Lead: https://bit.ly/45X3ax3WEBINAR- Still in the Dark? 4 Shipping Visibility Fails You Can’t Afford This Peak: https://bit.ly/44g0NEiWEBINAR- Strengthening Fraud Defenses Through Tracking and Digital Visibility: https://bit.ly/4eiZ6t3WEBINAR- From Framework to Action: Decision Automation in the Agentic Supply Chain: https://bit.ly/4nKlkJ6WEBINAR- From Legacy to Leading Edge, Morgan Foods’ Supply Chain Journey: https://bit.ly/3IcDDGkWEBINAR- Tomorrow’s Factory is Already Here: https://bit.ly/45QMGqoThis episode is hosted by Scott Luton and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/processing-prevention-critical-topic-returns-management-gartner-1457 The content in this episode, including all audio, videos, visuals, and graphics, is the property of Supply Chain Now and is protected by copyright law. Unauthorized use, reproduction, distribution, modification, or re-uploading of this content in any form is strictly prohibited without explicit written permission from Supply Chain Now.For licensing inquiries or permissions, please contact us at [email protected]© 2026 Supply Chain Now. All rights reserved. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.