Latest / Outside the Box with Asendia USA: The International e-Commerce Podcast / 06 part 2: Understanding the international returns process for e-commerce businesses

Transcript

06 part 2: Understanding the international returns process for e-commerce businesses · Outside the Box with Asendia USA: The International e-Commerce Podcast

• 0:00
  Welcome
• 0:00
  to
• 0:00
  Outside
• 0:01
  the
• 0:01
  Box
• 0:01
  with
• 0:01
  Asendia
• 0:02
  USA,
• 0:03
  a
• 0:03
  podcast
• 0:04
  educating
• 0:04
  US
• 0:05
  based
• 0:05
  e
• 0:05
  tailers
• 0:05
  on
• 0:06
  international
• 0:06
  shipping
• 0:07
  topics
• 0:07
  and
• 0:07
  how
• 0:08
  they
• 0:08
  can
• 0:08
  expand
• 0:08
  their
• 0:09
  global
• 0:09
  e
• 0:09
  commerce
• 0:10
  footprint.
• 0:10
  Hey,
• 0:10
  welcome
• 0:11
  back
• 0:11
  everybody.
• 0:11
  Today
• 0:12
  we're
• 0:12
  going
• 0:12
  to
• 0:12
  continue
• 0:12
  with
• 0:13
  the
• 0:13
  second
• 0:13
  part
• 0:13
  of
• 0:13
  our
• 0:13
  discussion
• 0:14
  on
• 0:14
  returns.
• 0:15
  Let's
• 0:15
  move
• 0:15
  on
• 0:16
  to
• 0:16
  convenience.
• 0:17
  Right,
• 0:18
  Helen
• 0:18
  and
• 0:18
  Ari.
• 0:19
  Right,
• 0:19
  so
• 0:20
  looking
• 0:20
  at
• 0:21
  the
• 0:21
  map,
• 0:21
  the
• 0:22
  global
• 0:22
  map.
• 0:22
  Right,
• 0:23
  Helen?
• 0:23
  I
• 0:23
  think
• 0:23
  I'm
• 0:24
  right.
• 0:24
  We
• 0:24
  have
• 0:24
  200
• 0:25
  return
• 0:25
  origins,
• 0:26
  right?
• 0:26
  Correct.
• 0:27
  Right,
• 0:28
  yeah.
• 0:28
  And
• 0:29
  we
• 0:29
  have
• 0:29
  22
• 0:30
  returns
• 0:30
  consolidation
• 0:31
  center
• 0:32
  globally.
• 0:32
  Right?
• 0:33
  Correct.
• 0:34
  So
• 0:34
  can
• 0:35
  you
• 0:35
  tie
• 0:35
  that
• 0:36
  back
• 0:36
  to.
• 0:36
  Obviously,
• 0:37
  you
• 0:37
  know,
• 0:37
  I'm
• 0:37
  familiar
• 0:38
  with.
• 0:38
  I
• 0:38
  know
• 0:38
  UPS
• 0:39
  says
• 0:39
  happy
• 0:40
  returns.
• 0:40
  I
• 0:40
  know
• 0:41
  all
• 0:41
  the
• 0:41
  other
• 0:41
  carriers
• 0:41
  have
• 0:42
  some
• 0:42
  form
• 0:43
  of
• 0:43
  returns
• 0:44
  process.
• 0:45
  Can
• 0:45
  you
• 0:46
  expand
• 0:46
  on
• 0:46
  that
• 0:47
  and
• 0:47
  how
• 0:47
  we're
• 0:47
  making
• 0:47
  it
• 0:48
  so
• 0:48
  much
• 0:48
  easier
• 0:48
  for
• 0:48
  clients
• 0:49
  to
• 0:49
  use
• 0:49
  our
• 0:49
  returns
• 0:50
  program.
• 0:51
  Okay,
• 0:51
  so
• 0:52
  in
• 0:52
  terms
• 0:52
  of
• 0:52
  the
• 0:53
  partners,
• 0:53
  we've
• 0:53
  picked
• 0:54
  the
• 0:54
  first
• 0:54
  mile.
• 0:54
  We're
• 0:55
  very
• 0:55
  much
• 0:55
  using
• 0:55
  the
• 0:56
  local
• 0:56
  heroes.
• 0:56
  So
• 0:57
  the
• 0:57
  ones
• 0:57
  that
• 0:57
  the
• 0:57
  consumers
• 0:58
  would
• 0:58
  be
• 0:58
  used
• 0:58
  to
• 0:58
  receiving
• 0:59
  and
• 1:00
  handling
• 1:01
  their
• 1:01
  current
• 1:01
  domestic
• 1:02
  returns.
• 1:03
  We've
• 1:04
  looked
• 1:04
  at
• 1:04
  carriers
• 1:05
  who
• 1:05
  can
• 1:05
  support
• 1:05
  both
• 1:06
  only
• 1:06
  printing
• 1:06
  label
• 1:07
  at
• 1:07
  home,
• 1:07
  but
• 1:07
  also
• 1:07
  the
• 1:08
  QR
• 1:08
  code.
• 1:09
  So
• 1:09
  kind
• 1:09
  of
• 1:09
  driving
• 1:10
  towards
• 1:10
  sustainability
• 1:11
  and
• 1:11
  so
• 1:11
  on.
• 1:12
  So
• 1:12
  you
• 1:12
  can
• 1:12
  just
• 1:13
  have
• 1:13
  that
• 1:13
  QR
• 1:13
  code
• 1:13
  on
• 1:13
  your
• 1:14
  phone.
• 1:14
  You
• 1:14
  can
• 1:14
  go
• 1:14
  down
• 1:14
  to
• 1:15
  the
• 1:15
  drop
• 1:15
  off
• 1:15
  point
• 1:15
  or
• 1:15
  a
• 1:15
  locker
• 1:16
  and
• 1:16
  print
• 1:17
  off
• 1:17
  the
• 1:17
  label.
• 1:18
  So
• 1:18
  it's
• 1:19
  really,
• 1:19
  we've
• 1:19
  been
• 1:20
  trying
• 1:20
  to
• 1:20
  look
• 1:20
  at
• 1:21
  giving
• 1:21
  consumers
• 1:22
  choice.
• 1:22
  We
• 1:22
  want
• 1:23
  to
• 1:23
  offer
• 1:23
  at
• 1:23
  least
• 1:25
  two
• 1:25
  carriers
• 1:25
  in
• 1:26
  every
• 1:26
  country
• 1:27
  where
• 1:27
  we
• 1:27
  can
• 1:27
  and
• 1:28
  there's
• 1:28
  an
• 1:28
  active
• 1:28
  program
• 1:29
  and
• 1:29
  roadmap
• 1:29
  to
• 1:30
  expand
• 1:31
  the
• 1:31
  coverage
• 1:31
  we've
• 1:32
  got.
• 1:33
  So
• 1:34
  yeah,
• 1:34
  you
• 1:34
  have
• 1:34
  got
• 1:34
  that
• 1:35
  choice
• 1:35
  making
• 1:35
  it
• 1:35
  more
• 1:36
  convenient.
• 1:36
  You
• 1:36
  know,
• 1:37
  you
• 1:37
  can
• 1:37
  then
• 1:37
  pick
• 1:37
  a
• 1:37
  drop
• 1:38
  off
• 1:38
  location
• 1:38
  that's
• 1:38
  the
• 1:39
  closest
• 1:39
  to
• 1:39
  your
• 1:39
  house
• 1:41
  just
• 1:41
  to
• 1:42
  make
• 1:42
  that
• 1:42
  process
• 1:42
  as
• 1:42
  easy
• 1:43
  as
• 1:43
  possible.
• 1:44
  Yeah,
• 1:44
  I
• 1:44
  was
• 1:45
  impressed
• 1:45
  with
• 1:45
  the
• 1:45
  portal
• 1:46
  that
• 1:46
  we
• 1:47
  showed
• 1:47
  the
• 1:47
  demo.
• 1:49
  It's
• 1:49
  very
• 1:49
  easy
• 1:50
  to
• 1:50
  use,
• 1:50
  it's
• 1:50
  very
• 1:50
  localized.
• 1:51
  Right.
• 1:51
  Which
• 1:52
  is
• 1:52
  important.
• 1:52
  Correct.
• 1:53
  So
• 1:53
  I
• 1:55
  throws
• 1:55
  a
• 1:55
  home
• 1:55
  run,
• 1:56
  quite
• 1:56
  frankly,
• 1:56
  and
• 1:56
  I
• 1:57
  think
• 1:57
  people
• 1:57
  would
• 1:57
  really
• 1:57
  benefit
• 1:58
  from
• 1:58
  it.
• 1:59
  I
• 1:59
  know,
• 2:00
  Nick,
• 2:00
  you
• 2:00
  were
• 2:00
  talking
• 2:01
  about.
• 2:01
  One
• 2:02
  of
• 2:02
  the
• 2:02
  other
• 2:02
  questions
• 2:02
  was
• 2:03
  related
• 2:03
  to
• 2:03
  that.
• 2:03
  Right.
• 2:05
  I'm
• 2:06
  trying
• 2:06
  to
• 2:06
  look
• 2:06
  for
• 2:06
  it
• 2:07
  here.
• 2:08
  So,
• 2:10
  Nick,
• 2:10
  I
• 2:10
  think
• 2:10
  we
• 2:10
  could
• 2:10
  tie
• 2:11
  in
• 2:11
  about
• 2:11
  the
• 2:11
  convenience
• 2:12
  of
• 2:12
  the
• 2:12
  size
• 2:12
  of
• 2:12
  the
• 2:12
  client
• 2:13
  here.
• 2:13
  This
• 2:13
  is
• 2:14
  for
• 2:14
  any
• 2:14
  kind
• 2:14
  of
• 2:14
  client.
• 2:15
  Right.
• 2:15
  So
• 2:16
  I
• 2:16
  know
• 2:16
  that
• 2:16
  was
• 2:16
  an
• 2:16
  important
• 2:17
  question
• 2:17
  you
• 2:17
  had.
• 2:18
  Right,
• 2:18
  yeah.
• 2:19
  So
• 2:19
  we
• 2:19
  were
• 2:19
  talking,
• 2:20
  you
• 2:20
  know,
• 2:21
  just
• 2:22
  kind
• 2:22
  of
• 2:22
  in
• 2:22
  prep,
• 2:23
  thinking
• 2:23
  about,
• 2:24
  you
• 2:24
  know,
• 2:26
  in
• 2:26
  terms
• 2:26
  of
• 2:26
  positioning
• 2:27
  is
• 2:28
  we
• 2:28
  look
• 2:29
  at
• 2:29
  this
• 2:29
  and
• 2:30
  oftentimes
• 2:30
  we
• 2:30
  think
• 2:30
  of
• 2:31
  somebody
• 2:31
  that
• 2:31
  has
• 2:31
  a
• 2:32
  seamless
• 2:32
  global
• 2:32
  returns
• 2:33
  process
• 2:33
  in
• 2:33
  place.
• 2:34
  We
• 2:34
  might
• 2:34
  be
• 2:34
  left
• 2:35
  only
• 2:35
  to
• 2:35
  the
• 2:36
  enterprise
• 2:36
  level
• 2:36
  brands,
• 2:37
  some
• 2:37
  of
• 2:37
  these
• 2:37
  huge
• 2:38
  names
• 2:38
  that
• 2:38
  we
• 2:38
  think
• 2:38
  of
• 2:39
  that
• 2:39
  are
• 2:39
  shipping
• 2:39
  tons
• 2:40
  of
• 2:40
  volume
• 2:40
  online,
• 2:41
  but
• 2:41
  really
• 2:43
  whether
• 2:43
  it's
• 2:44
  prep
• 2:44
  call
• 2:44
  or
• 2:44
  just
• 2:44
  communicating
• 2:45
  in
• 2:45
  general,
• 2:46
  that's
• 2:46
  not
• 2:46
  necessarily
• 2:46
  the
• 2:47
  case
• 2:47
  for
• 2:47
  our
• 2:48
  EPAC
• 2:48
  returns
• 2:49
  program.
• 2:49
  How
• 2:50
  do
• 2:50
  we
• 2:50
  position
• 2:50
  it
• 2:51
  in
• 2:51
  terms
• 2:51
  of
• 2:52
  positioning
• 2:52
  towards
• 2:53
  mid
• 2:54
  market
• 2:54
  level
• 2:54
  clients
• 2:55
  in
• 2:55
  terms
• 2:55
  of
• 2:55
  more
• 2:55
  of
• 2:56
  their
• 2:56
  profile
• 2:57
  and
• 2:57
  also
• 2:57
  enterprise
• 2:58
  level
• 2:58
  customers
• 2:59
  as
• 2:59
  well?
• 2:59
  If
• 3:00
  you
• 3:00
  guys
• 3:00
  could
• 3:00
  speak
• 3:00
  on
• 3:00
  that
• 3:00
  for
• 3:01
  a
• 3:01
  minute,
• 3:01
  that
• 3:01
  would
• 3:01
  be
• 3:01
  I
• 3:01
  think
• 3:01
  very
• 3:02
  important.
• 3:03
  I
• 3:03
  don't
• 3:03
  mind
• 3:04
  taking
• 3:04
  this
• 3:04
  on
• 3:04
  Helen,
• 3:05
  if
• 3:05
  you
• 3:05
  want
• 3:05
  or
• 3:06
  whatever.
• 3:06
  Yeah,
• 3:06
  go
• 3:06
  ahead.
• 3:08
  No,
• 3:08
  yeah,
• 3:09
  I
• 3:09
  think
• 3:10
  that
• 3:10
  is
• 3:10
  a
• 3:10
  very
• 3:10
  big
• 3:11
  pain
• 3:11
  point,
• 3:11
  Nick.
• 3:11
  Specifically,
• 3:12
  I
• 3:12
  think
• 3:13
  a
• 3:13
  lot
• 3:13
  of
• 3:13
  smaller
• 3:13
  retailers
• 3:14
  don't
• 3:14
  want
• 3:14
  to
• 3:14
  deal
• 3:15
  with
• 3:15
  it
• 3:15
  just
• 3:15
  because
• 3:16
  of
• 3:16
  the
• 3:16
  fact
• 3:16
  that
• 3:17
  they
• 3:18
  may
• 3:18
  not
• 3:18
  have
• 3:18
  enough
• 3:18
  volume
• 3:19
  or
• 3:20
  there's
• 3:21
  a
• 3:21
  lot
• 3:22
  of
• 3:22
  solutions
• 3:22
  that
• 3:22
  are
• 3:22
  kind
• 3:23
  of
• 3:23
  like
• 3:23
  plug
• 3:23
  and
• 3:23
  play
• 3:24
  essentially
• 3:25
  which
• 3:25
  may
• 3:25
  not
• 3:25
  be
• 3:25
  fit
• 3:26
  their
• 3:26
  needs.
• 3:26
  But
• 3:27
  I
• 3:27
  think
• 3:27
  the
• 3:27
  way
• 3:28
  that
• 3:28
  we
• 3:28
  can
• 3:28
  combat
• 3:28
  that
• 3:29
  is
• 3:29
  to
• 3:30
  have
• 3:31
  more
• 3:31
  of
• 3:31
  a
• 3:31
  discovery
• 3:32
  process
• 3:32
  for
• 3:32
  each
• 3:33
  retailer.
• 3:33
  And
• 3:34
  we
• 3:35
  kind
• 3:35
  of
• 3:35
  go
• 3:35
  to
• 3:35
  the
• 3:36
  retailer
• 3:36
  and
• 3:36
  we
• 3:37
  understand
• 3:37
  their
• 3:38
  needs
• 3:38
  and
• 3:38
  what
• 3:39
  they
• 3:39
  do
• 3:39
  today
• 3:39
  for
• 3:39
  return,
• 3:40
  if
• 3:40
  they
• 3:40
  do
• 3:40
  any
• 3:41
  returns
• 3:42
  before
• 3:42
  we
• 3:42
  come
• 3:43
  to
• 3:43
  them
• 3:43
  with
• 3:43
  what
• 3:43
  we
• 3:43
  offer
• 3:44
  fully.
• 3:44
  So
• 3:45
  to
• 3:45
  understand
• 3:46
  the
• 3:46
  end
• 3:46
  to
• 3:46
  end
• 3:46
  process,
• 3:47
  see
• 3:47
  what
• 3:47
  their
• 3:48
  pain
• 3:48
  points
• 3:48
  are,
• 3:48
  see
• 3:49
  what
• 3:49
  they
• 3:49
  would
• 3:49
  like
• 3:49
  to
• 3:49
  improve
• 3:50
  on
• 3:50
  and
• 3:51
  then
• 3:51
  we
• 3:51
  can
• 3:51
  take
• 3:52
  that
• 3:52
  information
• 3:52
  internally,
• 3:54
  look
• 3:54
  against
• 3:54
  what
• 3:55
  our
• 3:55
  end
• 3:55
  to
• 3:55
  end
• 3:55
  solution
• 3:56
  offers
• 3:56
  and
• 3:56
  what
• 3:56
  capabilities
• 3:57
  we
• 3:57
  have
• 3:58
  and
• 3:58
  that
• 3:58
  can
• 3:59
  give
• 3:59
  us
• 4:00
  the
• 4:00
  confidence
• 4:01
  to
• 4:01
  go
• 4:01
  back
• 4:01
  to
• 4:02
  the
• 4:02
  retailer
• 4:03
  and
• 4:03
  offer
• 4:03
  them
• 4:04
  a
• 4:04
  viable
• 4:04
  return
• 4:05
  solution
• 4:05
  that
• 4:05
  works
• 4:05
  for
• 4:06
  them.
• 4:06
  And
• 4:06
  going
• 4:07
  back
• 4:07
  to
• 4:07
  my
• 4:07
  point,
• 4:07
  with
• 4:07
  the
• 4:07
  destruction
• 4:08
  and
• 4:09
  donation
• 4:09
  opportunities
• 4:10
  that
• 4:10
  we
• 4:10
  do
• 4:11
  have
• 4:11
  in
• 4:11
  country
• 4:11
  without
• 4:12
  clearing
• 4:12
  the
• 4:13
  other
• 4:13
  customs
• 4:13
  headache
• 4:14
  that
• 4:14
  a
• 4:14
  lot
• 4:14
  of
• 4:14
  retailers
• 4:15
  don't
• 4:15
  want
• 4:15
  to
• 4:15
  deal
• 4:15
  with,
• 4:17
  we
• 4:17
  can
• 4:17
  lower
• 4:18
  some
• 4:18
  aspects
• 4:18
  of
• 4:18
  cost
• 4:19
  there
• 4:19
  and
• 4:19
  that
• 4:19
  could
• 4:19
  probably
• 4:19
  be
• 4:20
  very
• 4:20
  beneficial
• 4:21
  for
• 4:21
  those
• 4:21
  smaller
• 4:22
  accounts,
• 4:23
  smaller
• 4:23
  clients.
• 4:25
  Excellent.
• 4:25
  Okay,
• 4:26
  no,
• 4:26
  I
• 4:26
  appreciate.
• 4:27
  And
• 4:27
  then
• 4:27
  even
• 4:28
  let's
• 4:28
  expand
• 4:28
  just
• 4:28
  a
• 4:29
  moment
• 4:29
  further
• 4:29
  on
• 4:29
  this
• 4:29
  too
• 4:30
  is
• 4:30
  if
• 4:31
  we
• 4:31
  look
• 4:31
  at,
• 4:31
  and
• 4:31
  again
• 4:32
  I
• 4:32
  know
• 4:32
  that
• 4:32
  our
• 4:33
  listening
• 4:33
  audience
• 4:33
  is
• 4:34
  primarily
• 4:34
  us
• 4:34
  based
• 4:35
  when
• 4:35
  we
• 4:35
  look
• 4:35
  at
• 4:36
  profiles
• 4:37
  we
• 4:37
  just
• 4:37
  talked
• 4:37
  a
• 4:37
  little
• 4:38
  bit
• 4:38
  about
• 4:38
  in
• 4:38
  terms
• 4:38
  of
• 4:38
  size.
• 4:39
  But
• 4:39
  outside,
• 4:40
  is
• 4:41
  there
• 4:41
  a
• 4:41
  top
• 4:41
  market?
• 4:42
  I
• 4:42
  know
• 4:42
  top
• 4:42
  is
• 4:42
  apparel,
• 4:43
  but
• 4:43
  outside
• 4:44
  of
• 4:44
  apparel
• 4:45
  or
• 4:45
  anything
• 4:46
  specific
• 4:46
  that
• 4:46
  sticks
• 4:46
  out
• 4:47
  in
• 4:47
  terms
• 4:47
  of
• 4:47
  returns,
• 4:48
  that
• 4:48
  works
• 4:48
  really
• 4:48
  well
• 4:49
  with
• 4:49
  our
• 4:50
  solution.
• 4:50
  Or
• 4:50
  just
• 4:50
  cross
• 4:51
  border
• 4:51
  returns
• 4:52
  in
• 4:52
  general?
• 4:55
  Yeah,
• 4:55
  I
• 4:55
  mean
• 4:56
  I
• 4:56
  would
• 4:56
  say
• 4:56
  like
• 4:56
  you
• 4:56
  know,
• 4:56
  to
• 4:57
  your
• 4:57
  point,
• 4:57
  apparel
• 4:57
  is
• 4:57
  definitely
• 4:58
  the
• 4:59
  strongest
• 4:59
  and
• 4:59
  you
• 5:00
  know,
• 5:00
  to
• 5:00
  the
• 5:00
  statistic
• 5:00
  you
• 5:01
  said
• 5:01
  in
• 5:01
  the
• 5:01
  beginning
• 5:01
  of
• 5:01
  the
• 5:02
  podcast,
• 5:02
  you
• 5:03
  know
• 5:03
  that
• 5:03
  is
• 5:03
  the
• 5:03
  most
• 5:04
  important
• 5:04
  one.
• 5:04
  But
• 5:04
  if
• 5:05
  we
• 5:05
  would
• 5:05
  also
• 5:05
  go
• 5:05
  beyond
• 5:06
  that,
• 5:07
  I
• 5:07
  would
• 5:07
  also
• 5:07
  say
• 5:07
  like
• 5:08
  you
• 5:08
  know,
• 5:08
  small
• 5:08
  electronic
• 5:09
  goods
• 5:09
  or
• 5:10
  just
• 5:10
  general
• 5:10
  like
• 5:11
  lightweight
• 5:12
  traditional
• 5:12
  E
• 5:13
  commerce
• 5:13
  shipments.
• 5:13
  So
• 5:14
  unless,
• 5:15
  unless
• 5:15
  you
• 5:16
  know,
• 5:16
  I
• 5:16
  think
• 5:16
  for
• 5:16
  the
• 5:16
  most
• 5:17
  case,
• 5:17
  most
• 5:17
  of
• 5:17
  you
• 5:17
  like
• 5:17
  restricting
• 5:18
  to
• 5:18
  like
• 5:19
  specific
• 5:19
  types
• 5:20
  of
• 5:20
  restrictive
• 5:21
  commodities
• 5:21
  that
• 5:22
  U.S.
• 5:22
  customs
• 5:23
  that
• 5:23
  require
• 5:24
  special
• 5:24
  permits
• 5:24
  across
• 5:25
  back.
• 5:25
  So
• 5:26
  if
• 5:26
  you
• 5:26
  think
• 5:26
  about
• 5:27
  items
• 5:27
  like
• 5:27
  you
• 5:27
  know,
• 5:28
  coats
• 5:28
  with
• 5:28
  special
• 5:29
  type
• 5:29
  of
• 5:29
  furs
• 5:30
  or
• 5:30
  special
• 5:31
  type
• 5:31
  of,
• 5:31
  you
• 5:32
  know,
• 5:32
  other
• 5:33
  restricted
• 5:33
  commodities
• 5:34
  that
• 5:34
  require
• 5:34
  some
• 5:35
  type
• 5:35
  of
• 5:35
  licensing
• 5:36
  for
• 5:36
  re
• 5:36
  importation
• 5:38
  besides
• 5:38
  those
• 5:38
  type
• 5:39
  of
• 5:39
  goods,
• 5:40
  you
• 5:40
  could
• 5:40
  probably
• 5:41
  have,
• 5:41
  you
• 5:41
  have
• 5:41
  much
• 5:41
  more,
• 5:42
  you
• 5:42
  have
• 5:42
  a
• 5:42
  lot
• 5:42
  of
• 5:42
  open
• 5:43
  leeway
• 5:43
  and
• 5:44
  you
• 5:45
  know,
• 5:45
  for
• 5:45
  the
• 5:45
  majority
• 5:45
  of
• 5:45
  the
• 5:46
  outbound
• 5:46
  clients
• 5:47
  that
• 5:47
  we
• 5:47
  have,
• 5:47
  you
• 5:47
  know,
• 5:48
  we.
• 5:48
  Part
• 5:48
  of
• 5:48
  the
• 5:49
  discovery
• 5:49
  process
• 5:49
  I
• 5:50
  mentioned
• 5:50
  would
• 5:50
  allow
• 5:51
  us
• 5:51
  to
• 5:51
  understand
• 5:52
  like,
• 5:52
  you
• 5:52
  know,
• 5:52
  what
• 5:52
  are
• 5:52
  the
• 5:52
  limitations
• 5:53
  we
• 5:53
  have
• 5:53
  to
• 5:53
  cross
• 5:54
  things
• 5:54
  back
• 5:55
  for
• 5:55
  the
• 5:56
  good.
• 5:56
  So
• 5:56
  even
• 5:56
  if
• 5:57
  we
• 5:57
  do
• 5:57
  come
• 5:57
  across
• 5:58
  a
• 5:58
  client
• 5:58
  that
• 5:58
  maybe
• 5:59
  doesn't
• 6:00
  fit
• 6:00
  the
• 6:00
  mold
• 6:00
  ideally
• 6:01
  as
• 6:01
  we
• 6:01
  wanted
• 6:02
  to
• 6:02
  like,
• 6:02
  it's
• 6:02
  still
• 6:02
  an
• 6:03
  opportunity
• 6:03
  to
• 6:03
  evaluate
• 6:04
  and
• 6:04
  see
• 6:04
  how
• 6:05
  we
• 6:05
  can
• 6:05
  support
• 6:05
  them.
• 6:06
  Excellent.
• 6:07
  Okay,
• 6:08
  so
• 6:09
  along
• 6:10
  those
• 6:10
  lines
• 6:11
  and
• 6:11
  Helen,
• 6:11
  the
• 6:11
  question
• 6:12
  that
• 6:12
  we
• 6:12
  had
• 6:13
  talked
• 6:13
  about
• 6:13
  previously.
• 6:15
  Do
• 6:15
  you
• 6:15
  suggest
• 6:16
  like
• 6:17
  I
• 6:17
  use
• 6:18
  the
• 6:18
  term
• 6:18
  tip
• 6:18
  on
• 6:18
  your
• 6:18
  tongue,
• 6:19
  putting
• 6:19
  your
• 6:19
  toe
• 6:19
  in
• 6:19
  the
• 6:20
  water,
• 6:20
  would
• 6:20
  you,
• 6:21
  because
• 6:21
  we're
• 6:21
  US
• 6:22
  based
• 6:22
  obviously,
• 6:23
  would
• 6:24
  you
• 6:24
  think
• 6:24
  it
• 6:24
  would
• 6:24
  be
• 6:24
  beneficial
• 6:25
  to
• 6:25
  start
• 6:25
  with
• 6:25
  like
• 6:25
  a
• 6:26
  Canada
• 6:26
  as
• 6:26
  an
• 6:27
  opportunity
• 6:29
  because
• 6:29
  that's
• 6:29
  our
• 6:29
  largest
• 6:30
  trading
• 6:30
  partner.
• 6:30
  I
• 6:30
  mean
• 6:30
  how
• 6:31
  would
• 6:31
  you
• 6:32
  approach
• 6:33
  that?
• 6:33
  I
• 6:34
  guess
• 6:34
  is
• 6:34
  the
• 6:34
  question.
• 6:35
  No,
• 6:36
  I
• 6:36
  think
• 6:36
  when
• 6:37
  you're
• 6:37
  starting
• 6:37
  to
• 6:37
  move
• 6:37
  into
• 6:38
  the
• 6:38
  whole
• 6:39
  world
• 6:39
  of
• 6:39
  cross
• 6:39
  border
• 6:40
  returns,
• 6:41
  it
• 6:41
  is
• 6:41
  complex
• 6:42
  and
• 6:42
  actually
• 6:42
  if
• 6:43
  you've
• 6:43
  got
• 6:43
  big
• 6:43
  markets,
• 6:44
  you
• 6:44
  already
• 6:44
  sell
• 6:44
  to
• 6:44
  outbound
• 6:45
  and
• 6:45
  I
• 6:45
  guess
• 6:45
  Canada
• 6:46
  being
• 6:46
  a
• 6:46
  prime
• 6:46
  example
• 6:47
  out
• 6:47
  of
• 6:47
  the
• 6:47
  US
• 6:48
  it's
• 6:48
  probably
• 6:48
  the
• 6:49
  first
• 6:49
  place
• 6:49
  to
• 6:49
  start
• 6:49
  with
• 6:50
  returns
• 6:50
  because
• 6:50
  you
• 6:50
  know
• 6:51
  your
• 6:51
  consumers,
• 6:51
  you
• 6:52
  know
• 6:52
  what
• 6:52
  their
• 6:52
  expectations
• 6:53
  are
• 6:53
  and
• 6:54
  it
• 6:54
  becomes
• 6:54
  an
• 6:54
  add
• 6:54
  on
• 6:55
  to
• 6:55
  your
• 6:55
  outbounds.
• 6:56
  So
• 6:56
  for
• 6:57
  a
• 6:57
  retailer
• 6:57
  it's
• 6:58
  then
• 6:58
  completes
• 6:58
  your
• 6:59
  offer
• 6:59
  and
• 7:00
  allows
• 7:00
  you
• 7:00
  to
• 7:00
  move
• 7:00
  into
• 7:01
  that
• 7:01
  market.
• 7:02
  Trying
• 7:02
  to
• 7:03
  tackle
• 7:03
  the
• 7:03
  whole
• 7:03
  world
• 7:03
  at
• 7:03
  once
• 7:04
  is
• 7:04
  clearly
• 7:04
  a
• 7:04
  big
• 7:05
  undertaking.
• 7:05
  They're
• 7:05
  very,
• 7:06
  very
• 7:06
  different
• 7:06
  markets
• 7:07
  there.
• 7:07
  I
• 7:07
  mean
• 7:07
  even
• 7:07
  just
• 7:08
  looking
• 7:08
  within
• 7:09
  Europe,
• 7:09
  you've
• 7:09
  got
• 7:10
  return
• 7:10
  rates
• 7:10
  in
• 7:10
  Germany
• 7:11
  that
• 7:11
  are
• 7:12
  40%
• 7:13
  upwards
• 7:13
  and
• 7:14
  they've
• 7:14
  got
• 7:14
  legislation
• 7:14
  around
• 7:15
  free
• 7:15
  returns.
• 7:15
  Whereas
• 7:16
  Spain,
• 7:17
  completely
• 7:17
  different
• 7:17
  and
• 7:17
  that's
• 7:18
  just
• 7:18
  within
• 7:19
  Europe.
• 7:19
  So
• 7:20
  you
• 7:20
  start
• 7:20
  to
• 7:21
  take
• 7:21
  on
• 7:21
  the
• 7:21
  whole
• 7:21
  world,
• 7:22
  it
• 7:22
  becomes
• 7:23
  probably
• 7:23
  far
• 7:23
  too
• 7:24
  daunting.
• 7:24
  So
• 7:25
  focusing
• 7:25
  on
• 7:25
  particular
• 7:26
  countries
• 7:27
  is
• 7:27
  probably
• 7:28
  the
• 7:28
  best
• 7:28
  way
• 7:28
  to
• 7:28
  start.
• 7:29
  As
• 7:29
  you
• 7:29
  were
• 7:30
  going
• 7:30
  through
• 7:30
  the
• 7:31
  process
• 7:31
  of
• 7:31
  building
• 7:32
  this
• 7:33
  fantastic
• 7:33
  product,
• 7:34
  I
• 7:34
  would
• 7:34
  say
• 7:36
  if
• 7:36
  you
• 7:36
  were
• 7:37
  a
• 7:37
  shipper,
• 7:37
  what
• 7:37
  would
• 7:38
  be
• 7:38
  the
• 7:38
  first
• 7:38
  thing
• 7:38
  you
• 7:39
  would
• 7:39
  focus
• 7:39
  on.
• 7:42
  For
• 7:42
  cross
• 7:43
  border
• 7:43
  returns?
• 7:43
  I
• 7:43
  think
• 7:44
  my
• 7:44
  biggest
• 7:44
  concern
• 7:44
  would
• 7:45
  be,
• 7:45
  I
• 7:45
  think
• 7:45
  it
• 7:45
  would
• 7:46
  be
• 7:46
  price
• 7:46
  and
• 7:46
  customs,
• 7:47
  particularly
• 7:47
  if
• 7:47
  I'm
• 7:47
  dealing
• 7:47
  with
• 7:48
  borders.
• 7:48
  How
• 7:48
  do
• 7:48
  I
• 7:48
  get
• 7:48
  it
• 7:48
  back
• 7:49
  quickly
• 7:50
  and
• 7:50
  how
• 7:50
  do
• 7:50
  I
• 7:50
  get
• 7:50
  it
• 7:50
  back
• 7:51
  quickly
• 7:51
  and
• 7:51
  cheaply?
• 7:52
  Okay,
• 7:53
  fair
• 7:53
  Enough.
• 7:54
  I
• 7:55
  guess
• 7:55
  the
• 7:55
  third
• 7:56
  part
• 7:56
  of
• 7:56
  it
• 7:56
  was
• 7:57
  the
• 7:58
  fast
• 7:58
  refund
• 7:59
  part.
• 7:59
  I
• 7:59
  know
• 7:59
  that
• 8:00
  is
• 8:00
  what
• 8:00
  become.
• 8:01
  I
• 8:01
  don't
• 8:01
  know
• 8:01
  what
• 8:02
  you
• 8:02
  all
• 8:02
  think,
• 8:03
  but
• 8:03
  working
• 8:04
  with
• 8:04
  some
• 8:04
  customers
• 8:04
  in
• 8:05
  my
• 8:05
  past
• 8:06
  that
• 8:06
  was
• 8:06
  their
• 8:07
  biggest
• 8:07
  bone
• 8:07
  of
• 8:08
  contention
• 8:08
  was
• 8:08
  their
• 8:09
  shoppers
• 8:09
  didn't
• 8:09
  get
• 8:09
  a
• 8:09
  fast
• 8:10
  return.
• 8:11
  Is
• 8:11
  that
• 8:12
  in
• 8:12
  the
• 8:12
  way
• 8:12
  that,
• 8:13
  can
• 8:13
  you
• 8:13
  explain
• 8:14
  how
• 8:14
  that
• 8:14
  process
• 8:14
  works
• 8:15
  here
• 8:15
  and
• 8:15
  how
• 8:15
  it
• 8:15
  helps
• 8:15
  to
• 8:16
  helps
• 8:16
  both
• 8:17
  parties,
• 8:17
  the
• 8:17
  shipper
• 8:17
  and
• 8:17
  the
• 8:18
  consumer.
• 8:19
  Okay,
• 8:19
  so
• 8:19
  in
• 8:20
  terms
• 8:20
  of
• 8:20
  how
• 8:20
  we
• 8:20
  set
• 8:20
  up
• 8:21
  the
• 8:21
  solution,
• 8:22
  it's
• 8:22
  the
• 8:22
  shopper
• 8:23
  will
• 8:23
  mail
• 8:24
  the
• 8:24
  parcel
• 8:24
  within
• 8:25
  the
• 8:25
  country.
• 8:26
  It
• 8:26
  gets
• 8:26
  to
• 8:26
  our
• 8:26
  return
• 8:27
  center
• 8:27
  in
• 8:27
  country,
• 8:28
  which
• 8:28
  could
• 8:28
  take
• 8:28
  me,
• 8:29
  I
• 8:29
  don't
• 8:29
  know,
• 8:29
  two
• 8:29
  or
• 8:29
  three
• 8:30
  days.
• 8:30
  It's
• 8:31
  then
• 8:31
  we
• 8:31
  will
• 8:31
  then
• 8:32
  scan
• 8:32
  and
• 8:32
  process
• 8:32
  the
• 8:32
  parcel
• 8:33
  in
• 8:33
  country
• 8:34
  so
• 8:34
  before
• 8:34
  it's
• 8:34
  even
• 8:34
  been
• 8:35
  sent
• 8:35
  back
• 8:35
  to
• 8:35
  the
• 8:35
  retailer.
• 8:36
  But
• 8:36
  that
• 8:36
  scan
• 8:37
  and
• 8:37
  maybe
• 8:37
  the
• 8:37
  opening
• 8:38
  checking,
• 8:39
  making
• 8:39
  sure
• 8:39
  it's
• 8:39
  not
• 8:40
  worn,
• 8:40
  whatever
• 8:41
  service
• 8:41
  the
• 8:42
  retailer
• 8:42
  requires,
• 8:43
  but
• 8:44
  it
• 8:44
  means
• 8:44
  then
• 8:44
  that
• 8:44
  product
• 8:45
  can
• 8:45
  be
• 8:45
  validated.
• 8:45
  At
• 8:46
  that
• 8:46
  point
• 8:46
  the
• 8:46
  retailer
• 8:47
  doesn't
• 8:47
  have
• 8:47
  to
• 8:48
  wait
• 8:48
  until
• 8:48
  it's
• 8:48
  all
• 8:48
  the
• 8:48
  way
• 8:49
  back
• 8:49
  in
• 8:49
  their
• 8:49
  warehouse.
• 8:51
  You
• 8:51
  can
• 8:51
  do
• 8:51
  it
• 8:51
  within
• 8:52
  two
• 8:52
  to
• 8:52
  three
• 8:52
  days
• 8:52
  of
• 8:53
  the
• 8:53
  shopper
• 8:54
  having
• 8:54
  actually
• 8:55
  sent
• 8:55
  it
• 8:55
  back.
• 8:56
  Gotcha.
• 8:57
  Gotcha.
• 8:58
  Was
• 8:58
  any
• 8:58
  of
• 8:59
  your
• 8:59
  questions
• 8:59
  on
• 8:59
  that,
• 8:59
  Nick?
• 9:00
  I
• 9:00
  think
• 9:01
  you
• 9:01
  did
• 9:01
  or
• 9:01
  you
• 9:02
  didn't
• 9:02
  have
• 9:02
  something
• 9:02
  else
• 9:02
  on
• 9:02
  that?
• 9:03
  No,
• 9:03
  it
• 9:03
  was
• 9:04
  close.
• 9:04
  Yeah,
• 9:04
  I
• 9:04
  mean
• 9:05
  I
• 9:05
  just
• 9:05
  have
• 9:05
  a
• 9:05
  couple
• 9:06
  left.
• 9:06
  So
• 9:06
  I
• 9:06
  mean,
• 9:06
  John,
• 9:07
  I
• 9:07
  know
• 9:07
  you've
• 9:07
  got
• 9:08
  something
• 9:08
  that,
• 9:08
  you
• 9:08
  know,
• 9:08
  there
• 9:09
  was
• 9:09
  something
• 9:09
  I
• 9:09
  think
• 9:09
  you
• 9:10
  know,
• 9:10
  four
• 9:10
  part
• 9:11
  you
• 9:11
  mentioned.
• 9:11
  No,
• 9:11
  no,
• 9:12
  no,
• 9:12
  we're,
• 9:14
  we're,
• 9:15
  we're
• 9:15
  cruising
• 9:16
  through
• 9:16
  it.
• 9:16
  We're
• 9:16
  good,
• 9:17
  go
• 9:17
  ahead.
• 9:17
  Okay.
• 9:17
  So
• 9:18
  I
• 9:18
  mean
• 9:18
  one
• 9:18
  thing
• 9:19
  I
• 9:19
  have
• 9:19
  and
• 9:19
  Ari,
• 9:19
  I
• 9:19
  think
• 9:20
  you
• 9:20
  touched
• 9:20
  on
• 9:20
  it
• 9:20
  a
• 9:20
  little
• 9:20
  bit.
• 9:21
  But
• 9:21
  Helen
• 9:21
  or
• 9:21
  Ari
• 9:22
  could
• 9:22
  speak
• 9:22
  on
• 9:22
  this
• 9:22
  too.
• 9:23
  But
• 9:23
  when
• 9:23
  we're
• 9:23
  talking
• 9:24
  to
• 9:24
  the
• 9:24
  audience
• 9:24
  right
• 9:25
  now,
• 9:25
  somebody
• 9:25
  that
• 9:25
  might
• 9:26
  say,
• 9:26
  you
• 9:26
  know,
• 9:26
  this
• 9:27
  conversation
• 9:27
  might
• 9:27
  really
• 9:27
  pique
• 9:28
  their
• 9:28
  interest,
• 9:28
  say,
• 9:28
  you
• 9:28
  know
• 9:29
  what,
• 9:29
  maybe
• 9:29
  it
• 9:29
  is
• 9:30
  time
• 9:30
  to
• 9:30
  explore
• 9:30
  a
• 9:31
  returns
• 9:31
  options.
• 9:31
  But
• 9:32
  it's
• 9:32
  also
• 9:33
  important
• 9:33
  I
• 9:33
  think
• 9:33
  to
• 9:34
  understand,
• 9:34
  you
• 9:34
  know,
• 9:34
  are
• 9:34
  there
• 9:34
  any,
• 9:35
  whether
• 9:36
  it's
• 9:36
  a
• 9:36
  product
• 9:36
  or
• 9:37
  just
• 9:37
  clear
• 9:37
  cut
• 9:37
  limitations
• 9:38
  in
• 9:39
  terms
• 9:39
  of
• 9:40
  when
• 9:40
  it
• 9:40
  comes
• 9:41
  to
• 9:41
  cross
• 9:41
  border
• 9:41
  returns,
• 9:44
  something
• 9:44
  that
• 9:44
  might
• 9:44
  be
• 9:45
  prohibited
• 9:45
  or
• 9:46
  limited
• 9:47
  in
• 9:47
  terms
• 9:47
  of
• 9:47
  what's
• 9:47
  able
• 9:47
  to
• 9:48
  be
• 9:48
  actually
• 9:48
  returned.
• 9:49
  Anything
• 9:49
  that
• 9:49
  you
• 9:49
  could
• 9:50
  speak
• 9:50
  of
• 9:50
  on
• 9:50
  that?
• 9:53
  Yeah.
• 9:53
  So
• 9:54
  I
• 9:54
  think
• 9:54
  getting
• 9:55
  obviously
• 9:56
  to
• 9:56
  your
• 9:56
  point,
• 9:56
  as
• 9:57
  I
• 9:57
  said
• 9:57
  earlier,
• 9:58
  the
• 9:58
  whole
• 9:59
  discovery
• 9:59
  process
• 10:00
  is
• 10:00
  super
• 10:00
  important
• 10:01
  and
• 10:01
  trying
• 10:01
  to
• 10:01
  get
• 10:02
  as
• 10:02
  much
• 10:02
  detail
• 10:02
  as
• 10:02
  you
• 10:03
  can
• 10:03
  about
• 10:03
  their
• 10:03
  needs.
• 10:04
  But
• 10:05
  there
• 10:05
  is
• 10:05
  of
• 10:05
  course
• 10:06
  always
• 10:06
  the
• 10:06
  idea.
• 10:07
  So
• 10:07
  like
• 10:08
  if
• 10:08
  for
• 10:08
  example,
• 10:09
  if
• 10:09
  there
• 10:10
  is
• 10:10
  a
• 10:10
  client
• 10:11
  that
• 10:11
  maybe
• 10:12
  wants
• 10:12
  to
• 10:12
  only
• 10:12
  provide
• 10:13
  like
• 10:13
  you
• 10:13
  know,
• 10:14
  under
• 10:14
  100
• 10:15
  parcels
• 10:15
  per
• 10:15
  week,
• 10:16
  overturns
• 10:16
  on
• 10:17
  average,
• 10:18
  but
• 10:18
  they
• 10:18
  Want
• 10:19
  to
• 10:19
  have
• 10:19
  such
• 10:19
  a
• 10:20
  super
• 10:20
  bespoke,
• 10:21
  you
• 10:21
  know,
• 10:22
  solution
• 10:22
  such
• 10:23
  as
• 10:23
  maybe
• 10:23
  they
• 10:23
  want,
• 10:24
  you
• 10:24
  know,
• 10:25
  they
• 10:25
  don't
• 10:25
  want
• 10:25
  to,
• 10:25
  they
• 10:25
  want
• 10:26
  to,
• 10:26
  they
• 10:26
  don't
• 10:26
  want
• 10:26
  to
• 10:26
  use
• 10:26
  our
• 10:26
  retailer
• 10:27
  portal,
• 10:27
  but
• 10:27
  they
• 10:27
  want
• 10:27
  to
• 10:28
  use
• 10:28
  their
• 10:28
  own
• 10:28
  portal
• 10:29
  and
• 10:29
  they
• 10:29
  want.
• 10:29
  It
• 10:29
  requires
• 10:29
  a
• 10:30
  special
• 10:30
  type
• 10:30
  of
• 10:30
  integration
• 10:31
  and
• 10:31
  they
• 10:32
  also
• 10:32
  want
• 10:32
  like,
• 10:32
  you
• 10:32
  know,
• 10:33
  a
• 10:33
  specialized
• 10:33
  type
• 10:34
  of,
• 10:34
  you
• 10:34
  know,
• 10:35
  level
• 10:35
  two
• 10:35
  content
• 10:36
  check
• 10:36
  that
• 10:36
  requires
• 10:37
  a
• 10:37
  lot
• 10:37
  more
• 10:37
  than
• 10:37
  just,
• 10:38
  you
• 10:38
  know,
• 10:39
  checking
• 10:39
  if
• 10:40
  the
• 10:40
  commodity
• 10:40
  is
• 10:41
  the
• 10:41
  right
• 10:41
  commodity
• 10:41
  that's
• 10:42
  being
• 10:42
  returned
• 10:42
  if
• 10:42
  it
• 10:42
  was
• 10:42
  not
• 10:43
  warrant.
• 10:43
  But
• 10:43
  maybe
• 10:43
  they
• 10:43
  want
• 10:44
  photos
• 10:44
  or
• 10:44
  they
• 10:45
  want
• 10:46
  something
• 10:46
  more
• 10:46
  specific
• 10:47
  but
• 10:47
  they
• 10:47
  don't
• 10:47
  provide
• 10:48
  enough
• 10:48
  volume
• 10:48
  for
• 10:49
  us
• 10:50
  to
• 10:50
  do
• 10:50
  that.
• 10:51
  Some
• 10:51
  type
• 10:51
  of
• 10:51
  solutions
• 10:52
  that
• 10:52
  may
• 10:52
  not
• 10:52
  be
• 10:52
  a
• 10:53
  good
• 10:53
  fit.
• 10:53
  So
• 10:54
  I
• 10:54
  think
• 10:54
  that
• 10:54
  kind
• 10:55
  of
• 10:55
  would
• 10:55
  be
• 10:55
  more
• 10:55
  pertain
• 10:55
  to
• 10:56
  a
• 10:56
  more
• 10:56
  small
• 10:56
  to
• 10:57
  middle
• 10:57
  market
• 10:57
  client
• 10:58
  that
• 10:58
  requests
• 10:58
  all
• 10:58
  that.
• 10:59
  But
• 11:00
  to
• 11:01
  my
• 11:01
  experience,
• 11:02
  I
• 11:02
  don't
• 11:02
  believe
• 11:02
  that
• 11:03
  will
• 11:03
  be
• 11:03
  a
• 11:04
  issue
• 11:04
  for
• 11:04
  those
• 11:04
  type
• 11:04
  of
• 11:04
  clients
• 11:05
  though.
• 11:06
  Okay.
• 11:07
  Wow.
• 11:07
  And
• 11:08
  for
• 11:08
  anybody
• 11:08
  listening,
• 11:09
  if
• 11:09
  anybody
• 11:09
  heard
• 11:09
  all
• 11:10
  that,
• 11:10
  there's
• 11:11
  quite
• 11:11
  a
• 11:11
  lot
• 11:11
  that
• 11:11
  our
• 11:12
  team
• 11:12
  does
• 11:12
  when
• 11:12
  it
• 11:12
  comes
• 11:12
  to
• 11:12
  this
• 11:13
  returns
• 11:13
  product.
• 11:14
  So
• 11:14
  Ari
• 11:14
  just
• 11:15
  listed
• 11:15
  out
• 11:15
  a
• 11:15
  number
• 11:15
  of
• 11:16
  things
• 11:16
  and
• 11:16
  you
• 11:16
  know,
• 11:16
  whether,
• 11:17
  you
• 11:17
  know,
• 11:17
  value
• 11:17
  adds,
• 11:18
  but
• 11:18
  also
• 11:18
  I
• 11:19
  think
• 11:19
  just,
• 11:19
  you
• 11:19
  know,
• 11:20
  part
• 11:20
  of
• 11:20
  this
• 11:21
  product,
• 11:22
  not
• 11:22
  part,
• 11:23
  I
• 11:23
  mean
• 11:23
  there's
• 11:23
  just
• 11:23
  a
• 11:23
  lot
• 11:23
  of
• 11:24
  intricacies
• 11:24
  and
• 11:24
  details
• 11:25
  in
• 11:25
  terms
• 11:25
  of,
• 11:26
  you
• 11:26
  know,
• 11:26
  what
• 11:26
  we're
• 11:26
  able
• 11:26
  to
• 11:27
  do
• 11:27
  with
• 11:27
  content
• 11:28
  checks
• 11:28
  and
• 11:28
  everything
• 11:29
  else
• 11:29
  that
• 11:29
  Ari
• 11:29
  just
• 11:29
  described
• 11:30
  that
• 11:30
  I
• 11:30
  think
• 11:30
  is
• 11:30
  very
• 11:30
  impressive
• 11:31
  as
• 11:31
  well.
• 11:32
  And
• 11:33
  kind
• 11:33
  of
• 11:33
  going
• 11:33
  back,
• 11:33
  I
• 11:34
  think
• 11:34
  my
• 11:34
  last,
• 11:34
  you
• 11:34
  know,
• 11:36
  question
• 11:36
  I
• 11:36
  have
• 11:36
  is
• 11:37
  for
• 11:37
  the
• 11:37
  listeners
• 11:38
  again
• 11:38
  is,
• 11:38
  and
• 11:39
  I
• 11:39
  know
• 11:39
  we're
• 11:39
  talking
• 11:40
  about
• 11:40
  the
• 11:40
  returns
• 11:40
  market,
• 11:41
  but
• 11:41
  also
• 11:41
  we
• 11:41
  are
• 11:42
  here
• 11:42
  to
• 11:42
  focus
• 11:42
  on
• 11:42
  what
• 11:42
  this,
• 11:43
  you
• 11:43
  know,
• 11:43
  our
• 11:43
  returns
• 11:44
  product,
• 11:44
  the
• 11:45
  EPAC
• 11:45
  returns
• 11:45
  offer.
• 11:46
  So
• 11:46
  when
• 11:46
  we're,
• 11:47
  we're
• 11:47
  talking
• 11:47
  to
• 11:48
  listeners,
• 11:49
  do
• 11:49
  we
• 11:50
  have
• 11:50
  or
• 11:50
  is
• 11:50
  there
• 11:50
  maybe
• 11:51
  some
• 11:51
  type
• 11:51
  of
• 11:51
  ideal
• 11:52
  customer
• 11:52
  profile,
• 11:54
  you
• 11:54
  know,
• 11:54
  to
• 11:55
  really
• 11:55
  better
• 11:55
  understand,
• 11:56
  you
• 11:56
  know,
• 11:56
  the
• 11:56
  fit
• 11:57
  for
• 11:57
  who
• 11:57
  qualifies
• 11:58
  or
• 11:58
  who
• 11:58
  would
• 11:58
  be
• 11:58
  a
• 11:58
  good
• 11:59
  fit
• 11:59
  for,
• 11:59
  you
• 12:00
  know,
• 12:00
  this
• 12:00
  product.
• 12:06
  Anybody,
• 12:07
  any,
• 12:07
  anybody
• 12:08
  that
• 12:08
  wants
• 12:08
  to
• 12:08
  go.
• 12:08
  Go
• 12:09
  ahead,
• 12:09
  Ellen,
• 12:09
  go
• 12:09
  ahead.
• 12:10
  Okay.
• 12:11
  Well,
• 12:11
  I
• 12:12
  think,
• 12:13
  I
• 12:14
  think
• 12:14
  actually
• 12:14
  the
• 12:14
  way
• 12:14
  we,
• 12:15
  we've
• 12:15
  designed
• 12:15
  the
• 12:15
  product
• 12:16
  and
• 12:16
  to
• 12:16
  a
• 12:16
  degree
• 12:17
  it's
• 12:17
  modular
• 12:18
  so
• 12:18
  we
• 12:18
  do
• 12:18
  have
• 12:18
  the
• 12:19
  flexibility
• 12:19
  within
• 12:19
  the
• 12:20
  product.
• 12:20
  It's
• 12:20
  not
• 12:20
  a
• 12:21
  here
• 12:21
  it
• 12:21
  is
• 12:21
  off
• 12:21
  the
• 12:22
  shelf
• 12:22
  necessarily,
• 12:24
  you
• 12:24
  know,
• 12:24
  with
• 12:24
  all
• 12:24
  its
• 12:24
  bells
• 12:25
  and
• 12:25
  whistles,
• 12:25
  there's
• 12:26
  a
• 12:26
  degree
• 12:26
  of
• 12:26
  flexibility
• 12:27
  in
• 12:27
  there.
• 12:27
  So
• 12:28
  be
• 12:28
  it
• 12:28
  just
• 12:28
  wanting
• 12:28
  a
• 12:28
  label
• 12:29
  or
• 12:29
  a
• 12:29
  portal
• 12:30
  or
• 12:30
  the
• 12:30
  full
• 12:30
  end
• 12:30
  to
• 12:31
  end
• 12:31
  or
• 12:31
  just,
• 12:31
  you
• 12:31
  know,
• 12:32
  the
• 12:32
  first
• 12:32
  mile
• 12:32
  and
• 12:32
  back
• 12:33
  country.
• 12:34
  So
• 12:34
  there
• 12:35
  is
• 12:35
  a,
• 12:35
  is
• 12:36
  a
• 12:36
  mix
• 12:36
  I
• 12:37
  think
• 12:37
  and
• 12:38
  it's
• 12:38
  back
• 12:38
  to
• 12:38
  Ari's
• 12:39
  point
• 12:39
  around
• 12:40
  really
• 12:40
  understanding
• 12:41
  actually
• 12:41
  what
• 12:42
  it
• 12:42
  is
• 12:42
  that's
• 12:43
  being
• 12:43
  shipped,
• 12:43
  how
• 12:44
  often
• 12:44
  it
• 12:44
  needs
• 12:44
  to
• 12:44
  come
• 12:45
  back,
• 12:45
  what
• 12:46
  countries,
• 12:47
  and
• 12:47
  then
• 12:47
  working
• 12:49
  with
• 12:49
  the
• 12:49
  client
• 12:49
  to
• 12:50
  really
• 12:50
  understand
• 12:51
  what
• 12:51
  they
• 12:51
  want
• 12:51
  and
• 12:52
  therefore
• 12:52
  how
• 12:52
  we
• 12:52
  can
• 12:52
  support
• 12:53
  that.
• 12:53
  Okay.
• 12:54
  Okay.
• 12:55
  And
• 12:55
  so
• 12:55
  just
• 12:56
  really
• 12:56
  going
• 12:56
  through
• 12:57
  the
• 12:57
  discovery
• 12:57
  phase
• 12:58
  with
• 12:58
  whether
• 12:58
  it's
• 12:58
  a
• 12:58
  current
• 12:59
  client
• 12:59
  of
• 12:59
  Cendia's
• 13:00
  or
• 13:00
  anybody
• 13:01
  new
• 13:01
  that's
• 13:01
  just
• 13:02
  really
• 13:02
  exploring
• 13:02
  this
• 13:03
  process
• 13:03
  to
• 13:03
  understand,
• 13:04
  you
• 13:04
  know,
• 13:04
  if
• 13:04
  they
• 13:05
  have
• 13:05
  actual
• 13:06
  international
• 13:07
  return
• 13:07
  volume
• 13:08
  today,
• 13:08
  what
• 13:08
  that
• 13:08
  looks
• 13:09
  like
• 13:09
  and
• 13:09
  or
• 13:09
  potentially
• 13:10
  future
• 13:10
  plans
• 13:11
  and
• 13:11
  strategy
• 13:11
  and
• 13:11
  everything
• 13:12
  else.
• 13:13
  Well,
• 13:14
  I
• 13:14
  think
• 13:15
  that
• 13:15
  about
• 13:15
  checks
• 13:16
  off
• 13:16
  my
• 13:16
  questions
• 13:16
  that
• 13:17
  I
• 13:17
  had
• 13:17
  though,
• 13:17
  John.
• 13:17
  So
• 13:18
  if
• 13:18
  you've
• 13:18
  got
• 13:18
  some
• 13:18
  more,
• 13:20
  please
• 13:20
  feel
• 13:20
  free
• 13:20
  to
• 13:20
  go
• 13:21
  ahead.
• 13:21
  But
• 13:21
  thank
• 13:21
  you
• 13:21
  both
• 13:22
  very
• 13:22
  much
• 13:22
  for
• 13:22
  all
• 13:23
  the
• 13:23
  information
• 13:23
  you
• 13:23
  provided.
• 13:25
  Yeah,
• 13:26
  thanks,
• 13:26
  I
• 13:26
  guess,
• 13:27
  somewhat.
• 13:28
  In
• 13:28
  closing,
• 13:29
  just
• 13:29
  looking
• 13:30
  at
• 13:30
  that
• 13:30
  eShop
• 13:31
  Ascendair
• 13:31
  report,
• 13:32
  which
• 13:32
  I
• 13:32
  think,
• 13:33
  obviously
• 13:33
  for
• 13:33
  all
• 13:33
  the
• 13:33
  listeners
• 13:34
  out
• 13:34
  there,
• 13:34
  I
• 13:34
  think
• 13:35
  it's
• 13:35
  a
• 13:35
  very
• 13:35
  beneficial
• 13:38
  report
• 13:38
  that
• 13:38
  you
• 13:39
  could
• 13:39
  really
• 13:40
  see
• 13:40
  what
• 13:40
  some
• 13:41
  of
• 13:41
  the
• 13:41
  things
• 13:41
  Helen
• 13:41
  and
• 13:41
  Ari
• 13:42
  said
• 13:42
  about
• 13:42
  what
• 13:43
  countries
• 13:43
  are
• 13:43
  returning,
• 13:44
  what
• 13:44
  they're
• 13:44
  doing,
• 13:44
  what's
• 13:45
  their
• 13:45
  willingness
• 13:46
  to
• 13:46
  pay
• 13:46
  for
• 13:47
  returns,
• 13:47
  paradigm
• 13:48
  shifts,
• 13:48
  things
• 13:48
  like
• 13:49
  that.
• 13:49
  I
• 13:49
  think
• 13:49
  it's
• 13:50
  real
• 13:50
  important.
• 13:50
  If
• 13:51
  we
• 13:51
  like
• 13:51
  that,
• 13:51
  we'd
• 13:52
  love
• 13:52
  to
• 13:52
  share
• 13:52
  it
• 13:52
  with
• 13:52
  you.
• 13:53
  Obviously,
• 13:53
  we
• 13:54
  also,
• 13:54
  Nick
• 13:54
  and
• 13:55
  I
• 13:55
  and
• 13:55
  our
• 13:56
  sales
• 13:56
  team
• 13:56
  have
• 13:56
  access
• 13:57
  to
• 13:57
  the
• 13:57
  EPAC
• 13:57
  return
• 13:58
  presentation,
• 13:58
  which
• 13:59
  I
• 13:59
  think
• 13:59
  is
• 13:59
  beneficial
• 14:00
  for
• 14:00
  anybody
• 14:01
  out
• 14:01
  there
• 14:01
  that
• 14:01
  wants
• 14:01
  to
• 14:01
  learn
• 14:02
  about
• 14:02
  US
• 14:03
  returns
• 14:04
  here,
• 14:04
  which
• 14:04
  is
• 14:05
  really
• 14:05
  good.
• 14:06
  But
• 14:06
  the
• 14:06
  thing
• 14:06
  I
• 14:06
  liked
• 14:07
  about
• 14:07
  it,
• 14:07
  the
• 14:07
  way
• 14:07
  they
• 14:08
  worded
• 14:09
  is
• 14:09
  they
• 14:09
  want
• 14:10
  to
• 14:10
  leverage
• 14:10
  logistics
• 14:11
  to
• 14:11
  unlock
• 14:11
  customer
• 14:12
  global
• 14:12
  loyalty.
• 14:13
  Like
• 14:13
  I
• 14:13
  said
• 14:13
  out
• 14:13
  in
• 14:13
  the
• 14:14
  beginning,
• 14:15
  obviously
• 14:15
  customer
• 14:16
  loyalty
• 14:16
  is
• 14:16
  big
• 14:16
  for
• 14:17
  brands
• 14:17
  and
• 14:17
  returns
• 14:18
  shoppers
• 14:19
  and
• 14:19
  things
• 14:19
  like
• 14:19
  that.
• 14:19
  And
• 14:20
  like
• 14:20
  Nick
• 14:20
  pointed
• 14:20
  out,
• 14:20
  the
• 14:21
  27%
• 14:21
  of
• 14:22
  card
• 14:22
  abandonment
• 14:23
  is
• 14:23
  a
• 14:23
  big
• 14:24
  deal.
• 14:24
  I
• 14:25
  also
• 14:25
  like
• 14:26
  that
• 14:26
  they
• 14:27
  surveyed
• 14:27
  18,000
• 14:28
  people
• 14:29
  in
• 14:30
  18
• 14:30
  countries
• 14:31
  for
• 14:31
  this.
• 14:31
  So
• 14:31
  you
• 14:31
  get
• 14:31
  a
• 14:31
  pretty
• 14:32
  good
• 14:32
  swath
• 14:32
  of
• 14:34
  information.
• 14:35
  I
• 14:35
  know
• 14:35
  Helen
• 14:36
  mentioned
• 14:36
  some
• 14:36
  things
• 14:37
  on
• 14:37
  membership
• 14:37
  fees.
• 14:38
  I
• 14:38
  know
• 14:38
  also
• 14:39
  they
• 14:39
  talk
• 14:40
  about
• 14:40
  return
• 14:40
  charges,
• 14:41
  restocking
• 14:42
  fees
• 14:42
  people
• 14:43
  are
• 14:43
  willing
• 14:43
  to
• 14:43
  pay.
• 14:44
  If
• 14:45
  to
• 14:45
  your
• 14:45
  point,
• 14:45
  if
• 14:46
  they
• 14:46
  have
• 14:46
  a
• 14:46
  membership
• 14:46
  fee,
• 14:47
  they're
• 14:48
  more
• 14:48
  loyal.
• 14:49
  And
• 14:49
  it's
• 14:49
  also
• 14:49
  true.
• 14:50
  It's
• 14:50
  got
• 14:50
  Gen
• 14:50
  Z,
• 14:51
  Millennials,
• 14:51
  Gen
• 14:51
  X
• 14:52
  and
• 14:52
  baby
• 14:52
  boomers
• 14:52
  like
• 14:53
  Helen
• 14:54
  referred
• 14:55
  to.
• 14:56
  I
• 14:56
  gotta
• 14:56
  say,
• 14:56
  it
• 14:56
  was
• 14:57
  a
• 14:57
  very
• 14:57
  good
• 14:57
  report.
• 14:57
  It
• 14:57
  gives
• 14:57
  you
• 14:58
  a
• 14:58
  good
• 14:58
  idea
• 14:59
  of
• 14:59
  what's
• 15:00
  going
• 15:00
  on
• 15:00
  here.
• 15:00
  Return
• 15:00
  market
• 15:01
  globally.
• 15:02
  And
• 15:02
  also,
• 15:02
  like
• 15:03
  I
• 15:03
  said,
• 15:03
  we
• 15:03
  have
• 15:03
  our
• 15:03
  local
• 15:04
  returns
• 15:04
  product
• 15:05
  presentation
• 15:05
  we
• 15:06
  think
• 15:06
  is
• 15:06
  beneficial
• 15:07
  to
• 15:07
  everybody
• 15:07
  out
• 15:07
  there.
• 15:08
  But
• 15:09
  I
• 15:09
  want
• 15:09
  to
• 15:09
  thank
• 15:10
  both
• 15:10
  of
• 15:10
  you
• 15:11
  guys
• 15:11
  for
• 15:11
  getting
• 15:11
  on
• 15:12
  and
• 15:12
  going
• 15:12
  through
• 15:12
  this
• 15:12
  with
• 15:12
  us.
• 15:13
  We
• 15:13
  really
• 15:13
  appreciate
• 15:14
  it.
• 15:17
  Helen
• 15:17
  or
• 15:17
  Ari,
• 15:17
  is
• 15:18
  there
• 15:18
  anything
• 15:18
  that,
• 15:18
  before
• 15:19
  we
• 15:19
  close,
• 15:20
  anything
• 15:21
  that
• 15:21
  you
• 15:21
  guys
• 15:21
  want
• 15:22
  to
• 15:22
  add
• 15:22
  to
• 15:22
  this
• 15:23
  that
• 15:23
  you
• 15:23
  think
• 15:23
  would
• 15:23
  be
• 15:23
  helpful
• 15:24
  for
• 15:24
  listeners.
• 15:26
  Anything
• 15:26
  at
• 15:26
  all.
• 15:27
  There
• 15:27
  can't
• 15:27
  be.
• 15:28
  We
• 15:28
  covered
• 15:28
  everything.
• 15:29
  I
• 15:29
  mean,
• 15:30
  there
• 15:30
  should
• 15:30
  be
• 15:31
  silence
• 15:31
  at
• 15:31
  this
• 15:31
  point.
• 15:32
  No,
• 15:32
  it's
• 15:32
  true.
• 15:33
  Go
• 15:33
  ahead,
• 15:33
  Helen,
• 15:34
  what
• 15:34
  do
• 15:34
  you
• 15:34
  got?
• 15:35
  No,
• 15:36
  I
• 15:36
  guess
• 15:36
  it's
• 15:36
  don't
• 15:37
  be
• 15:37
  scared
• 15:37
  of
• 15:37
  returns.
• 15:38
  I
• 15:38
  think
• 15:38
  is
• 15:38
  really
• 15:38
  a
• 15:38
  message.
• 15:39
  It
• 15:39
  is
• 15:39
  complex.
• 15:40
  It
• 15:41
  can
• 15:41
  be
• 15:41
  costly.
• 15:42
  But
• 15:42
  this
• 15:42
  is
• 15:42
  where
• 15:42
  I
• 15:43
  guess
• 15:43
  we're
• 15:43
  here
• 15:43
  to
• 15:43
  help.
• 15:43
  This
• 15:44
  is
• 15:44
  why
• 15:44
  this
• 15:44
  product's
• 15:44
  been
• 15:45
  designed
• 15:45
  and
• 15:46
  through
• 15:46
  having
• 15:46
  the
• 15:47
  conversations,
• 15:47
  this
• 15:48
  is
• 15:48
  where
• 15:48
  we
• 15:48
  can
• 15:48
  help.
• 15:49
  Perfect.
• 15:50
  How
• 15:50
  about
• 15:50
  you,
• 15:50
  Warren?
• 15:51
  Yeah,
• 15:52
  I
• 15:52
  mean,
• 15:52
  just
• 15:52
  to
• 15:52
  add
• 15:52
  on
• 15:53
  to
• 15:53
  Helen's
• 15:53
  point,
• 15:54
  like,
• 15:54
  you
• 15:54
  know,
• 15:55
  come
• 15:55
  to,
• 15:55
  you
• 15:55
  know,
• 15:55
  contact
• 15:56
  your
• 15:56
  local
• 15:56
  sales
• 15:56
  rep
• 15:57
  and
• 15:57
  let's
• 15:57
  get
• 15:57
  those
• 15:58
  conversations
• 15:58
  started
• 15:58
  and
• 15:59
  see
• 15:59
  how
• 15:59
  we
• 15:59
  can
• 15:59
  help
• 15:59
  you.
• 15:59
  You
• 16:00
  know,
• 16:00
  I
• 16:00
  mean,
• 16:00
  there's
• 16:01
  so
• 16:01
  much
• 16:01
  to
• 16:01
  explore
• 16:02
  and
• 16:02
  we
• 16:02
  can
• 16:02
  make
• 16:02
  it
• 16:03
  as
• 16:03
  easy
• 16:03
  as
• 16:03
  it
• 16:04
  needs
• 16:04
  to
• 16:04
  be.
• 16:05
  Right.
• 16:06
  I
• 16:06
  see
• 16:06
  in
• 16:06
  all
• 16:06
  the
• 16:07
  slides
• 16:07
  it
• 16:07
  says
• 16:07
  we
• 16:07
  want
• 16:08
  to
• 16:08
  create
• 16:08
  a
• 16:08
  seamless
• 16:08
  journey
• 16:09
  for
• 16:09
  return.
• 16:09
  So
• 16:09
  I
• 16:10
  think
• 16:10
  obviously
• 16:10
  with
• 16:10
  this,
• 16:11
  what
• 16:11
  you
• 16:11
  guys
• 16:11
  are
• 16:12
  doing
• 16:12
  is
• 16:13
  going
• 16:13
  to
• 16:13
  help
• 16:14
  our
• 16:14
  listeners
• 16:15
  with
• 16:15
  that.
• 16:15
  So
• 16:15
  we
• 16:16
  appreciate
• 16:16
  it
• 16:16
  very
• 16:16
  much.
• 16:17
  Thanks
• 16:17
  again.
• 16:18
  If
• 16:18
  you
• 16:18
  want
• 16:18
  to
• 16:18
  support
• 16:19
  our
• 16:19
  podcast,
• 16:19
  the
• 16:19
  number
• 16:20
  one
• 16:20
  thing
• 16:20
  you
• 16:20
  can
• 16:20
  do
• 16:21
  is
• 16:21
  share
• 16:21
  it
• 16:21
  on
• 16:21
  your
• 16:21
  social
• 16:22
  media
• 16:22
  and
• 16:22
  tag
• 16:22
  Asendia.
• 16:23
  That
• 16:23
  helps
• 16:24
  us
• 16:24
  get
• 16:24
  the
• 16:24
  word
• 16:24
  out
• 16:25
  and
• 16:25
  we
• 16:25
  really
• 16:25
  appreciate
• 16:26
  it.
• 16:26
  Be
• 16:26
  sure
• 16:26
  to
• 16:26
  subscribe
• 16:27
  and
• 16:27
  download
• 16:27
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• 16:28
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• 16:28
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• 16:29
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• 16:29
  want
• 16:29
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• 16:29
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• 16:29
  more
• 16:29
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• 16:30
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• 16:30
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• 16:31
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• 16:31
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• 16:35
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