Returns Are the Bane of E-Commerce

While the holiday season brings a boom in e-commerce sales, the reality is that a lot of goods bought online are eventually returned. What does this means for online retailers? Sucharita Kodali of Forrester Research tells us how returns can be a cost to the business if not managed properly whilst also sharing what trends we can expect in 2020 as companies shift towards omnichannel sales.See omnystudio.com/listener for privacy information.