How a Single Decision Saved 100 Million in Product Returns

The Operator's Manual with Fexingo: Daily Decisions, Tactical Wins, and Business Execution · Jun 26, 2026 · 5m · transcript

This episode of The Operator's Manual with Fexingo dives into how one major retailer slashed product return costs by $100 million annually with a single policy change. Lucas and Luna explore the specific decision: extending the return window from 30 to 90 days for loyalty program members, and how that counterintuitive move actually reduced return rates by 20 percent. They unpack the psychology behind it—the 'endowment effect' and 'sunk cost fallacy'—and cite real data from the retailer's pilot program. The hosts also discuss why most companies get return policy…