Send It Back! How to Manage E-Commerce Returns

Buy something online, and there’s more than a one-in-four chance you’ll send it back. Consumers who use e-commerce return their purchases 25 to 30 percent of the time, says a study by the Office of the Inspector General (OIG) at the U.S. Postal Service (USPS). For brick-and-mortar stores, the return rate is just 9 percent.

Those figures should come as no surprise. After all, when you buy online you often take a leap of faith, hoping the sweater will look as good on you as on the model, or the headphones will provide rich, natural sound.

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