Why Brands Are Using Social Media for Product Returns

Social Media Marketing with Fexingo: Instagram, TikTok, LinkedIn, and Platform Strategy · May 29, 2026 · 7m · transcript

Episode 18 of Social Media Marketing with Fexingo explores how brands are turning product returns into a social media channel. Lucas and Luna discuss why companies like Zappos and Warby Parker are using Instagram DMs and TikTok videos to handle returns, exchanges, and customer complaints publicly and semi-publicly. The hosts break down the numbers: 30% of online purchases are returned, but brands that handle returns via social see 20% higher customer retention. They also cover the risks — from viral complaint videos to the fine line between helpful and invasive — and share a concrete playbook…