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Study: Retailers need to make returns cheaper, easier

Over half of major retailers that don't offer free returns charged customers over $10 to return an item, and a majority also failed to keep customers informed about refunds and return status, according to research by software company parcelLab GmbH. Retailers should consider offering free returns and improve communication with customers throughout the returns process, parcelLab co-founder and Chief Technology Officer Julian Krenge says.

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