Latest / Outside the Box with Asendia USA: The International e-Commerce Podcast / 06 part 1: Understanding the international returns process for e-commerce businesses

Transcript

06 part 1: 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
  Welcome
• 0:11
  back
• 0:11
  to
• 0:11
  the
• 0:11
  Outside
• 0:12
  the
• 0:12
  Box
• 0:12
  with
• 0:12
  Asendia
• 0:13
  USA
• 0:13
  podcast.
• 0:15
  I'm
• 0:15
  here.
• 0:15
  I'm
• 0:16
  John
• 0:16
  Walsh.
• 0:16
  I'm
• 0:16
  here
• 0:17
  with
• 0:17
  my
• 0:17
  co
• 0:17
  host
• 0:18
  Nick
• 0:18
  Agnetti
• 0:19
  for
• 0:20
  episode
• 0:20
  six,
• 0:21
  Believe
• 0:21
  it
• 0:21
  or
• 0:21
  not
• 0:22
  already
• 0:22
  this
• 0:22
  year.
• 0:23
  The
• 0:23
  topic
• 0:24
  today
• 0:24
  is
• 0:24
  EPAC
• 0:25
  Returns
• 0:25
  by
• 0:26
  Asendia.
• 0:28
  You
• 0:28
  know
• 0:29
  Nick
• 0:29
  and
• 0:29
  I
• 0:30
  have
• 0:30
  been
• 0:30
  in
• 0:30
  the
• 0:30
  business
• 0:31
  a
• 0:31
  long
• 0:31
  time.
• 0:31
  Returns
• 0:32
  is
• 0:32
  a
• 0:32
  huge
• 0:32
  part
• 0:33
  of
• 0:33
  any
• 0:33
  business
• 0:34
  in
• 0:35
  e
• 0:35
  comm
• 0:35
  environment.
• 0:36
  But
• 0:37
  what
• 0:37
  you
• 0:37
  know
• 0:37
  is
• 0:38
  really
• 0:38
  is
• 0:38
  you
• 0:38
  got
• 0:38
  to
• 0:38
  be
• 0:39
  successful
• 0:39
  in
• 0:39
  the
• 0:39
  E
• 0:39
  commerce.
• 0:40
  What
• 0:40
  you
• 0:40
  got
• 0:40
  to
• 0:40
  have
• 0:41
  a.
• 0:42
  I
• 0:42
  think
• 0:42
  the
• 0:42
  wording
• 0:43
  that
• 0:43
  we're
• 0:43
  seeing
• 0:43
  in
• 0:43
  a
• 0:43
  lot
• 0:43
  of
• 0:44
  presentations
• 0:44
  is
• 0:45
  some
• 0:45
  clarity
• 0:46
  on
• 0:46
  how
• 0:46
  the
• 0:46
  process
• 0:47
  works
• 0:47
  and
• 0:47
  how
• 0:47
  transparent
• 0:48
  it
• 0:48
  is
• 0:48
  for
• 0:48
  customers.
• 0:49
  It's
• 0:50
  a
• 0:50
  key
• 0:50
  factor
• 0:51
  in
• 0:51
  improving
• 0:51
  customer
• 0:52
  experience
• 0:53
  as
• 0:53
  well
• 0:54
  as
• 0:56
  maintaining
• 0:57
  customer
• 0:57
  loyalty
• 0:58
  I
• 0:58
  guess
• 0:58
  would
• 0:58
  be
• 0:58
  the
• 0:58
  word
• 0:59
  and
• 0:59
  improving
• 0:59
  it.
• 1:00
  Those
• 1:00
  two
• 1:00
  factors
• 1:01
  are
• 1:02
  key
• 1:02
  to
• 1:03
  keep
• 1:03
  people
• 1:04
  from
• 1:04
  continuing
• 1:04
  to
• 1:05
  buy
• 1:05
  from
• 1:05
  you
• 1:05
  as
• 1:05
  a
• 1:05
  brand.
• 1:07
  Having
• 1:07
  your
• 1:07
  brand
• 1:08
  associated
• 1:08
  with
• 1:09
  domestic
• 1:10
  returns
• 1:10
  is
• 1:10
  one
• 1:11
  thing.
• 1:11
  Global
• 1:11
  returns
• 1:12
  is
• 1:12
  another,
• 1:12
  which
• 1:12
  is
• 1:12
  we're
• 1:13
  going
• 1:13
  to
• 1:13
  talk
• 1:13
  about
• 1:13
  today.
• 1:16
  It's
• 1:17
  interesting
• 1:17
  to
• 1:17
  me
• 1:17
  and
• 1:19
  my
• 1:19
  background
• 1:20
  had
• 1:20
  been
• 1:20
  mostly
• 1:20
  domestic.
• 1:21
  I
• 1:21
  know
• 1:21
  Nick
• 1:21
  is
• 1:22
  primarily
• 1:22
  international
• 1:23
  but
• 1:24
  the
• 1:24
  domestic
• 1:25
  returns
• 1:25
  business
• 1:25
  is
• 1:26
  a
• 1:26
  huge
• 1:26
  business.
• 1:27
  I
• 1:27
  know
• 1:27
  we're
• 1:28
  going
• 1:28
  to
• 1:28
  touch
• 1:28
  on
• 1:29
  some
• 1:29
  things
• 1:29
  that
• 1:29
  Nick
• 1:30
  highlighted
• 1:30
  for
• 1:30
  me
• 1:31
  earlier
• 1:31
  was
• 1:31
  obviously
• 1:33
  it's
• 1:33
  a
• 1:33
  pay
• 1:33
  for
• 1:34
  business
• 1:34
  and
• 1:35
  it's
• 1:36
  been
• 1:36
  free
• 1:36
  for
• 1:37
  a
• 1:37
  lot
• 1:37
  of
• 1:37
  years
• 1:38
  now.
• 1:38
  It's
• 1:38
  maybe
• 1:39
  paradigms
• 1:39
  maybe
• 1:40
  shift
• 1:40
  and
• 1:40
  we're
• 1:40
  going
• 1:40
  to
• 1:41
  cover
• 1:41
  that
• 1:42
  during
• 1:42
  the
• 1:42
  next
• 1:43
  25
• 1:44
  minutes
• 1:44
  or
• 1:44
  so.
• 1:44
  But
• 1:45
  there's
• 1:45
  a
• 1:45
  lot
• 1:45
  of
• 1:45
  changes
• 1:46
  in
• 1:46
  the
• 1:46
  return.
• 1:46
  So
• 1:46
  we
• 1:46
  thought
• 1:47
  it'd
• 1:47
  be
• 1:47
  a
• 1:47
  good
• 1:47
  opportunity
• 1:48
  to
• 1:48
  bring
• 1:48
  on
• 1:49
  two
• 1:50
  fantastic
• 1:51
  guests
• 1:51
  to
• 1:51
  talk
• 1:51
  about
• 1:51
  this
• 1:52
  product.
• 1:53
  We
• 1:53
  have
• 1:53
  Helen
• 1:54
  Schofield
• 1:55
  who
• 1:55
  is
• 1:55
  the
• 1:55
  CEO
• 1:56
  of
• 1:56
  Asendia
• 1:57
  Global
• 1:57
  Returns
• 1:58
  and
• 1:59
  we
• 1:59
  also
• 1:59
  have
• 1:59
  Ari
• 2:00
  Ohlone
• 2:00
  who
• 2:00
  is
• 2:01
  the
• 2:01
  EPAC
• 2:02
  returns
• 2:03
  manager
• 2:04
  for
• 2:04
  the
• 2:04
  Asendia
• 2:04
  US
• 2:05
  Group
• 2:05
  that
• 2:05
  Nick
• 2:06
  and
• 2:06
  I
• 2:06
  work
• 2:06
  with.
• 2:07
  We
• 2:07
  thought
• 2:07
  it
• 2:07
  would
• 2:08
  be
• 2:08
  great
• 2:08
  opportunity
• 2:09
  to
• 2:09
  have
• 2:09
  both
• 2:09
  of
• 2:10
  their
• 2:10
  expertise
• 2:11
  when
• 2:11
  we
• 2:12
  talk
• 2:12
  about
• 2:12
  what's
• 2:12
  going
• 2:13
  on
• 2:13
  in
• 2:13
  this,
• 2:13
  in
• 2:13
  this
• 2:14
  area.
• 2:15
  But
• 2:16
  you
• 2:16
  know
• 2:16
  we're
• 2:16
  going
• 2:16
  to
• 2:17
  try
• 2:17
  to
• 2:17
  help
• 2:18
  you
• 2:18
  understand
• 2:18
  and
• 2:19
  the
• 2:19
  process
• 2:20
  of
• 2:20
  how
• 2:20
  returns
• 2:21
  work
• 2:22
  and
• 2:22
  assist
• 2:23
  you
• 2:23
  who
• 2:23
  have
• 2:24
  maybe
• 2:25
  already
• 2:25
  have
• 2:25
  global
• 2:25
  returns
• 2:26
  and
• 2:26
  looking
• 2:26
  for
• 2:27
  some
• 2:27
  advice
• 2:27
  or
• 2:28
  some
• 2:28
  clarity
• 2:29
  on
• 2:29
  how
• 2:29
  maybe
• 2:29
  to
• 2:29
  improve
• 2:30
  the
• 2:30
  process
• 2:30
  or
• 2:31
  if
• 2:31
  you're
• 2:32
  a
• 2:32
  brand
• 2:33
  or
• 2:33
  a
• 2:33
  company
• 2:33
  that
• 2:33
  wants
• 2:34
  to
• 2:34
  get
• 2:34
  into
• 2:34
  the
• 2:35
  providing
• 2:35
  global
• 2:36
  returns.
• 2:36
  So
• 2:36
  we
• 2:36
  think
• 2:37
  there's
• 2:37
  two
• 2:37
  things
• 2:37
  that
• 2:37
  we
• 2:37
  can
• 2:38
  help
• 2:38
  here.
• 2:39
  But
• 2:39
  before
• 2:39
  we
• 2:40
  dive
• 2:40
  in,
• 2:41
  I
• 2:41
  pass
• 2:41
  it
• 2:41
  over
• 2:42
  to
• 2:42
  My
• 2:42
  co
• 2:42
  host,
• 2:43
  he
• 2:43
  had
• 2:43
  a
• 2:43
  couple
• 2:43
  things
• 2:44
  he
• 2:44
  wanted
• 2:44
  to
• 2:44
  cover
• 2:44
  before
• 2:45
  we
• 2:45
  went
• 2:45
  in
• 2:45
  I
• 2:45
  think
• 2:45
  are
• 2:46
  pertinent
• 2:46
  to
• 2:46
  what
• 2:46
  we're
• 2:46
  going
• 2:46
  to
• 2:46
  be
• 2:47
  talking
• 2:47
  about.
• 2:48
  You're
• 2:49
  up,
• 2:49
  Nick.
• 2:49
  John.
• 2:50
  John,
• 2:50
  I
• 2:50
  want
• 2:50
  to
• 2:50
  thank
• 2:50
  you
• 2:51
  for
• 2:51
  that.
• 2:51
  That
• 2:51
  intro,
• 2:52
  that
• 2:52
  was
• 2:53
  first
• 2:54
  off,
• 2:54
  that
• 2:54
  was
• 2:54
  beautiful.
• 2:55
  Okay.
• 2:55
  And
• 2:56
  that's
• 2:57
  the
• 2:57
  first
• 2:57
  time
• 2:58
  you
• 2:59
  gave
• 2:59
  me
• 2:59
  kudos.
• 3:00
  Thank
• 3:00
  you.
• 3:00
  It's
• 3:00
  only
• 3:01
  six
• 3:01
  episodes
• 3:02
  in,
• 3:02
  but
• 3:03
  that's
• 3:03
  okay,
• 3:03
  I'll
• 3:03
  take.
• 3:04
  Well,
• 3:04
  you
• 3:04
  gotta
• 3:05
  earn
• 3:05
  your
• 3:05
  keep,
• 3:05
  you
• 3:06
  know
• 3:06
  what
• 3:06
  I
• 3:06
  mean?
• 3:07
  So
• 3:07
  I
• 3:07
  mean
• 3:08
  that's
• 3:08
  just
• 3:08
  the
• 3:08
  way
• 3:08
  it
• 3:09
  goes.
• 3:09
  Okay.
• 3:10
  All
• 3:11
  right
• 3:11
  folks.
• 3:11
  So
• 3:12
  Helen
• 3:13
  and
• 3:13
  Ari,
• 3:14
  thank
• 3:14
  you
• 3:14
  so
• 3:14
  much
• 3:14
  for
• 3:14
  joining
• 3:15
  us
• 3:15
  today.
• 3:17
  So
• 3:17
  I
• 3:18
  pulled
• 3:18
  some
• 3:18
  facts
• 3:19
  from
• 3:19
  random
• 3:19
  websites
• 3:20
  on
• 3:20
  the
• 3:20
  Internet.
• 3:20
  Completely
• 3:21
  uncredentialed.
• 3:22
  No,
• 3:22
  I'm
• 3:22
  just
• 3:22
  kidding.
• 3:25
  But
• 3:25
  I
• 3:26
  did
• 3:26
  pull
• 3:26
  some
• 3:26
  information.
• 3:27
  You
• 3:27
  guys
• 3:27
  being
• 3:27
  the
• 3:28
  experts,
• 3:28
  you
• 3:28
  may
• 3:28
  say,
• 3:29
  well
• 3:29
  that's
• 3:29
  not
• 3:30
  true.
• 3:30
  My
• 3:30
  hope
• 3:30
  is
• 3:31
  that
• 3:31
  this
• 3:31
  lines
• 3:31
  up
• 3:32
  with
• 3:32
  just
• 3:32
  about
• 3:32
  everything
• 3:32
  that
• 3:33
  you're
• 3:33
  seeing
• 3:33
  out
• 3:33
  there
• 3:33
  too.
• 3:34
  So
• 3:34
  just
• 3:35
  to
• 3:35
  paint
• 3:35
  a
• 3:35
  picture
• 3:35
  for
• 3:35
  everybody,
• 3:36
  when
• 3:36
  we
• 3:36
  talked
• 3:36
  today,
• 3:37
  we're
• 3:37
  talking
• 3:37
  about
• 3:37
  the
• 3:37
  importance
• 3:38
  of
• 3:38
  international
• 3:39
  returns
• 3:39
  for
• 3:40
  E
• 3:40
  Commerce
• 3:40
  shippers.
• 3:41
  So
• 3:41
  we
• 3:41
  at
• 3:41
  Asendia
• 3:42
  we
• 3:42
  do
• 3:42
  have
• 3:43
  a
• 3:43
  global
• 3:43
  product,
• 3:44
  our
• 3:44
  EPAC
• 3:44
  returns
• 3:45
  product
• 3:45
  which
• 3:46
  Helen
• 3:46
  heads
• 3:46
  up
• 3:48
  the
• 3:48
  entire
• 3:48
  model,
• 3:48
  the
• 3:49
  entire
• 3:49
  process
• 3:49
  and
• 3:50
  department
• 3:50
  if
• 3:50
  you
• 3:50
  will.
• 3:51
  And
• 3:51
  Ari
• 3:51
  works
• 3:52
  here
• 3:52
  alongside
• 3:52
  like
• 3:52
  John
• 3:53
  said
• 3:53
  in
• 3:53
  the
• 3:53
  Asendia
• 3:53
  USA
• 3:54
  side.
• 3:55
  And
• 3:55
  so
• 3:56
  fantastic
• 3:57
  resources
• 3:57
  for
• 3:57
  today.
• 3:58
  But
• 3:58
  here's
• 3:58
  a
• 3:58
  couple
• 3:58
  of
• 3:59
  stats
• 3:59
  just
• 3:59
  in
• 3:59
  terms
• 3:59
  of
• 4:00
  highlighting
• 4:00
  the
• 4:00
  importance.
• 4:00
  Right.
• 4:01
  So
• 4:01
  returns
• 4:02
  market
• 4:02
  data
• 4:02
  2024,
• 4:04
  interestingly
• 4:05
  enough,
• 4:05
  30%
• 4:05
  of
• 4:06
  all
• 4:06
  products
• 4:06
  ordered
• 4:07
  online
• 4:07
  are
• 4:07
  returned
• 4:08
  on
• 4:08
  average
• 4:08
  as
• 4:08
  compared
• 4:09
  to
• 4:09
  about
• 4:09
  8.8
• 4:10
  to
• 4:10
  9%
• 4:11
  in
• 4:11
  brick
• 4:12
  and
• 4:12
  mortar
• 4:12
  store
• 4:13
  purchases.
• 4:14
  I
• 4:14
  thought
• 4:14
  that
• 4:14
  was
• 4:15
  a
• 4:15
  pretty
• 4:15
  substantial
• 4:16
  number.
• 4:16
  So
• 4:17
  clothing
• 4:17
  or
• 4:18
  apparel
• 4:18
  has
• 4:18
  the
• 4:18
  highest
• 4:19
  return
• 4:19
  rate
• 4:19
  among
• 4:19
  all
• 4:20
  E
• 4:20
  commerce
• 4:20
  verticals
• 4:21
  with
• 4:21
  over
• 4:21
  56%
• 4:22
  of
• 4:22
  total
• 4:22
  returns.
• 4:23
  Now
• 4:24
  I'm
• 4:25
  not
• 4:25
  sure
• 4:25
  if
• 4:25
  we're
• 4:25
  seeing
• 4:25
  that
• 4:25
  on
• 4:26
  the
• 4:26
  cross
• 4:26
  border
• 4:26
  side,
• 4:27
  but
• 4:27
  I
• 4:27
  think
• 4:27
  just
• 4:28
  in
• 4:28
  intra
• 4:28
  us
• 4:29
  those
• 4:30
  are
• 4:30
  numbers
• 4:30
  that
• 4:30
  they're
• 4:30
  pulling
• 4:31
  there.
• 4:31
  I'm
• 4:31
  sure
• 4:31
  the
• 4:31
  number
• 4:31
  is
• 4:32
  very
• 4:32
  high
• 4:32
  for
• 4:32
  cross
• 4:32
  border
• 4:33
  as
• 4:33
  well.
• 4:35
  The
• 4:35
  average
• 4:36
  E
• 4:36
  Commerce
• 4:36
  return
• 4:37
  rate
• 4:37
  is
• 4:37
  between
• 4:38
  20
• 4:38
  to
• 4:38
  30%
• 4:39
  depending
• 4:39
  on
• 4:40
  the
• 4:40
  industry.
• 4:41
  And
• 4:41
  27%
• 4:42
  of
• 4:42
  e
• 4:43
  commerce
• 4:43
  shoppers
• 4:43
  abandon
• 4:44
  their
• 4:44
  cart
• 4:45
  when
• 4:45
  the
• 4:45
  return
• 4:45
  process
• 4:46
  is
• 4:46
  unclear
• 4:47
  or
• 4:47
  complicated,
• 4:48
  which
• 4:49
  is
• 4:49
  one
• 4:49
  of
• 4:49
  the
• 4:49
  things
• 4:49
  that
• 4:49
  we're
• 4:50
  here
• 4:50
  to
• 4:50
  talk
• 4:50
  about.
• 4:51
  And
• 4:51
  you
• 4:51
  know,
• 4:51
  and
• 4:51
  the
• 4:51
  product
• 4:52
  that
• 4:52
  we
• 4:52
  put
• 4:52
  in
• 4:53
  put
• 4:53
  together
• 4:53
  which
• 4:53
  is
• 4:53
  EPAC
• 4:54
  returns.
• 4:54
  And
• 4:54
  then
• 4:55
  lastly,
• 4:56
  and
• 4:56
  I
• 4:57
  don't
• 4:57
  know
• 4:57
  if
• 4:57
  this
• 4:57
  number
• 4:58
  is
• 4:58
  just
• 4:59
  again,
• 4:59
  if
• 4:59
  these
• 4:59
  uncredential
• 5:00
  websites
• 5:01
  that
• 5:01
  I'm
• 5:01
  pulling
• 5:01
  this
• 5:01
  information
• 5:02
  from
• 5:02
  is
• 5:03
  not
• 5:04
  correct,
• 5:04
  but
• 5:05
  correct
• 5:05
  me
• 5:05
  if
• 5:05
  I'm
• 5:05
  wrong,
• 5:05
  this
• 5:05
  is
• 5:05
  E
• 5:06
  Commerce
• 5:06
  return
• 5:06
  Rates
• 5:07
  are
• 5:07
  expected
• 5:08
  to
• 5:08
  grow
• 5:09
  up
• 5:10
  to
• 5:10
  1.4
• 5:11
  trillion
• 5:12
  by
• 5:12
  2025-2027.
• 5:15
  I
• 5:15
  don't
• 5:16
  know
• 5:16
  if
• 5:16
  we're
• 5:16
  seeing
• 5:16
  that,
• 5:16
  but
• 5:17
  all
• 5:17
  I
• 5:17
  know
• 5:17
  is
• 5:17
  that
• 5:18
  E
• 5:18
  commerce
• 5:18
  returns
• 5:19
  seems
• 5:19
  to
• 5:19
  be
• 5:20
  not
• 5:20
  only
• 5:21
  a
• 5:21
  hot
• 5:21
  topic
• 5:21
  but
• 5:22
  a
• 5:22
  bona
• 5:22
  fide
• 5:22
  issue
• 5:23
  and
• 5:23
  a
• 5:24
  need
• 5:24
  in
• 5:24
  the
• 5:24
  industry
• 5:25
  when
• 5:25
  it
• 5:25
  comes
• 5:25
  to
• 5:25
  E
• 5:26
  commerce
• 5:26
  logistics.
• 5:27
  So
• 5:28
  John,
• 5:28
  I
• 5:29
  don't
• 5:29
  know
• 5:29
  if
• 5:29
  you
• 5:29
  want
• 5:29
  to
• 5:29
  start
• 5:30
  and
• 5:30
  just
• 5:30
  if
• 5:30
  you've
• 5:31
  got
• 5:31
  anything
• 5:31
  that
• 5:31
  you've
• 5:31
  got
• 5:32
  teed
• 5:32
  up
• 5:32
  that
• 5:32
  you.
• 5:32
  Any
• 5:33
  questions
• 5:33
  or
• 5:33
  things
• 5:34
  that
• 5:34
  you're
• 5:34
  curious
• 5:34
  about
• 5:35
  or
• 5:36
  I
• 5:36
  can
• 5:36
  get
• 5:36
  started,
• 5:36
  it's
• 5:36
  up
• 5:37
  to
• 5:37
  you.
• 5:39
  You're
• 5:39
  on
• 5:39
  mute,
• 5:39
  John.
• 5:41
  Sorry
• 5:41
  folks,
• 5:42
  technical
• 5:42
  difficulties
• 5:43
  here.
• 5:45
  All
• 5:45
  the
• 5:45
  things
• 5:46
  you
• 5:46
  say
• 5:46
  sound
• 5:47
  obviously
• 5:47
  you
• 5:48
  picked
• 5:48
  it
• 5:48
  from
• 5:48
  a
• 5:48
  lot
• 5:48
  of
• 5:49
  different
• 5:49
  websites.
• 5:50
  It
• 5:50
  seems
• 5:51
  to
• 5:51
  validate
• 5:51
  what
• 5:51
  everybody
• 5:52
  thinks
• 5:53
  is
• 5:53
  going
• 5:53
  on
• 5:53
  the
• 5:53
  market.
• 5:54
  So
• 5:54
  it
• 5:54
  sounds
• 5:54
  pretty
• 5:54
  accurate
• 5:55
  to
• 5:55
  me.
• 5:56
  I
• 5:56
  would
• 5:56
  say
• 5:57
  in
• 5:57
  addition
• 5:57
  to
• 5:57
  that
• 5:58
  eShop
• 5:59
  world
• 5:59
  and
• 5:59
  Sandy
• 5:59
  had
• 5:59
  just
• 5:59
  put
• 6:00
  out
• 6:00
  this,
• 6:00
  I
• 6:00
  think
• 6:00
  they
• 6:01
  call
• 6:01
  it
• 6:01
  the
• 6:01
  Global
• 6:01
  Voices
• 6:02
  report
• 6:02
  that
• 6:03
  I
• 6:03
  know
• 6:03
  we
• 6:03
  were
• 6:04
  looking
• 6:04
  at
• 6:04
  yesterday.
• 6:05
  It's
• 6:05
  a
• 6:05
  lot
• 6:05
  of
• 6:06
  pertinent
• 6:06
  information
• 6:06
  in
• 6:07
  there
• 6:07
  that
• 6:07
  we
• 6:07
  could
• 6:07
  share
• 6:08
  with
• 6:08
  the
• 6:08
  audience
• 6:09
  if
• 6:09
  they
• 6:10
  wanted
• 6:10
  it.
• 6:11
  But
• 6:11
  what
• 6:12
  you're
• 6:12
  saying
• 6:12
  is
• 6:12
  interesting.
• 6:14
  I
• 6:14
  think
• 6:14
  a
• 6:14
  couple
• 6:14
  of
• 6:14
  things
• 6:15
  that
• 6:15
  I
• 6:15
  highlight
• 6:15
  there
• 6:16
  were
• 6:16
  the.
• 6:16
  What
• 6:17
  did
• 6:17
  you
• 6:17
  say
• 6:17
  that
• 6:17
  if
• 6:17
  you
• 6:18
  left
• 6:18
  the
• 6:19
  shopping
• 6:19
  cart,
• 6:19
  was
• 6:19
  it
• 6:20
  27%?
• 6:21
  27%
• 6:22
  so
• 6:22
  over.
• 6:22
  So
• 6:23
  you
• 6:23
  think
• 6:23
  about
• 6:23
  that.
• 6:24
  That's
• 6:24
  one
• 6:24
  out
• 6:24
  of
• 6:24
  every
• 6:25
  what,
• 6:25
  four
• 6:26
  people?
• 6:27
  I
• 6:28
  mean
• 6:29
  that's
• 6:29
  crazy.
• 6:30
  Did
• 6:31
  you
• 6:31
  on
• 6:31
  off
• 6:32
  topic,
• 6:33
  I
• 6:33
  know
• 6:33
  you
• 6:33
  have
• 6:34
  some
• 6:34
  stats
• 6:34
  there.
• 6:34
  What
• 6:34
  did
• 6:35
  it
• 6:35
  say?
• 6:35
  If
• 6:35
  you
• 6:35
  didn't
• 6:37
  show
• 6:37
  what
• 6:37
  your
• 6:38
  clear
• 6:38
  process
• 6:39
  was,
• 6:39
  did
• 6:39
  it
• 6:39
  say
• 6:40
  was
• 6:40
  there
• 6:40
  a
• 6:40
  percentage
• 6:41
  of
• 6:41
  people?
• 6:42
  Is
• 6:42
  that
• 6:42
  the
• 6:42
  reason
• 6:42
  they
• 6:43
  left?
• 6:43
  Because
• 6:44
  it
• 6:44
  may
• 6:44
  not
• 6:44
  have
• 6:44
  been
• 6:45
  free?
• 6:45
  Right.
• 6:46
  27%
• 6:46
  of
• 6:47
  E
• 6:47
  commerce
• 6:47
  shoppers
• 6:47
  abandon
• 6:48
  their
• 6:48
  cart
• 6:48
  when
• 6:48
  their
• 6:48
  terms
• 6:49
  process
• 6:49
  is
• 6:50
  unclear
• 6:50
  or
• 6:51
  complicated.
• 6:52
  Gotcha.
• 6:52
  Gotcha.
• 6:53
  Yeah.
• 6:54
  So
• 6:54
  that's
• 6:54
  validating
• 6:55
  what
• 6:55
  the
• 6:55
  shop
• 6:55
  world
• 6:56
  of
• 6:56
  sending
• 6:56
  report
• 6:57
  said,
• 6:57
  which
• 6:57
  is
• 6:58
  basically
• 6:58
  20
• 7:00
  to
• 7:00
  your
• 7:01
  point.
• 7:01
  I
• 7:01
  think
• 7:01
  you
• 7:01
  said
• 7:01
  27.
• 7:02
  I
• 7:02
  think
• 7:02
  that
• 7:02
  was
• 7:02
  the
• 7:02
  highest
• 7:03
  number.
• 7:04
  Some
• 7:04
  of
• 7:04
  the
• 7:04
  others
• 7:05
  were
• 7:06
  if
• 7:06
  you
• 7:07
  charged
• 7:07
  maybe
• 7:08
  the
• 7:08
  20
• 7:08
  some
• 7:08
  percent
• 7:09
  left
• 7:09
  but
• 7:09
  the
• 7:09
  highest
• 7:09
  amount
• 7:10
  was
• 7:10
  if
• 7:10
  it
• 7:10
  wasn't
• 7:11
  a
• 7:11
  clear
• 7:11
  process.
• 7:11
  So
• 7:11
  that's
• 7:12
  a
• 7:12
  good
• 7:12
  value.
• 7:12
  That's
• 7:13
  a
• 7:13
  really
• 7:13
  good
• 7:13
  call
• 7:13
  out
• 7:14
  by
• 7:14
  you.
• 7:15
  So
• 7:16
  what
• 7:16
  we'll
• 7:16
  do
• 7:16
  is.
• 7:17
  I
• 7:17
  know
• 7:17
  we
• 7:17
  had
• 7:18
  some
• 7:18
  questions
• 7:18
  for
• 7:18
  you
• 7:18
  guys
• 7:18
  so
• 7:19
  why
• 7:19
  don't
• 7:19
  we
• 7:19
  break
• 7:19
  it
• 7:19
  down
• 7:19
  these
• 7:20
  four
• 7:20
  buckets
• 7:20
  and
• 7:21
  make
• 7:21
  it
• 7:21
  easier
• 7:21
  and
• 7:21
  we
• 7:21
  can
• 7:21
  weave
• 7:22
  the
• 7:22
  questions
• 7:22
  in
• 7:22
  Helen,
• 7:23
  if
• 7:23
  that's
• 7:23
  okay
• 7:23
  and
• 7:23
  Ari.
• 7:24
  All
• 7:24
  right,
• 7:25
  so
• 7:25
  the
• 7:25
  first
• 7:25
  topic
• 7:26
  would
• 7:26
  be
• 7:27
  what
• 7:27
  is
• 7:27
  your
• 7:28
  definition
• 7:28
  of
• 7:28
  easy
• 7:29
  returns?
• 7:30
  What
• 7:30
  does
• 7:30
  that
• 7:31
  exactly
• 7:31
  mean
• 7:32
  for
• 7:32
  a
• 7:32
  shopper?
• 7:34
  Okay.
• 7:35
  I
• 7:35
  think
• 7:35
  for
• 7:35
  me,
• 7:36
  it's
• 7:36
  really
• 7:36
  about
• 7:37
  making
• 7:37
  it
• 7:38
  as
• 7:38
  simple
• 7:38
  as
• 7:38
  almost
• 7:39
  returning
• 7:39
  it
• 7:39
  to
• 7:40
  a
• 7:40
  store
• 7:41
  or
• 7:41
  that
• 7:41
  domestic
• 7:42
  experience.
• 7:43
  I
• 7:43
  think
• 7:44
  there's
• 7:44
  a
• 7:44
  view
• 7:44
  that
• 7:45
  international
• 7:45
  returns
• 7:46
  is
• 7:47
  not
• 7:47
  simple.
• 7:48
  You've
• 7:48
  got
• 7:48
  customs
• 7:49
  in
• 7:49
  the
• 7:49
  way,
• 7:50
  items
• 7:50
  have
• 7:50
  got
• 7:50
  to
• 7:51
  travel
• 7:51
  a
• 7:51
  long
• 7:51
  way.
• 7:52
  It's.
• 7:52
  Then
• 7:53
  it's
• 7:53
  expensive
• 7:54
  and.
• 7:54
  But
• 7:54
  really
• 7:55
  from
• 7:55
  a
• 7:55
  retailer
• 7:56
  perspective,
• 7:57
  it's
• 7:57
  selling
• 7:57
  to
• 7:57
  a
• 7:58
  consumer
• 7:58
  and
• 7:58
  then
• 7:58
  for
• 7:59
  that
• 7:59
  consumer
• 7:59
  just
• 8:00
  to
• 8:00
  be
• 8:00
  able
• 8:00
  to
• 8:01
  send
• 8:01
  it
• 8:01
  back,
• 8:01
  to
• 8:01
  be
• 8:02
  able
• 8:02
  to
• 8:02
  get
• 8:02
  their
• 8:02
  refund
• 8:03
  quickly,
• 8:03
  to
• 8:04
  be
• 8:04
  able
• 8:04
  to
• 8:04
  see
• 8:04
  that
• 8:04
  their
• 8:05
  item
• 8:05
  is
• 8:05
  making
• 8:05
  it
• 8:05
  back
• 8:06
  to
• 8:06
  the
• 8:06
  retailer
• 8:06
  because
• 8:06
  they
• 8:06
  just
• 8:07
  want
• 8:07
  the
• 8:07
  money
• 8:07
  back
• 8:08
  and
• 8:08
  then
• 8:09
  potentially
• 8:09
  shop
• 8:09
  again
• 8:10
  or
• 8:11
  whatever.
• 8:11
  So
• 8:11
  the
• 8:12
  more
• 8:12
  barriers
• 8:12
  you
• 8:13
  put
• 8:13
  up,
• 8:13
  because
• 8:13
  maybe
• 8:13
  they've
• 8:14
  got
• 8:14
  to
• 8:14
  fill
• 8:14
  in
• 8:14
  paperwork
• 8:15
  or
• 8:16
  mail
• 8:16
  it
• 8:16
  back,
• 8:17
  you
• 8:17
  know,
• 8:17
  go
• 8:17
  to
• 8:17
  the
• 8:17
  post
• 8:18
  office
• 8:18
  and
• 8:18
  stick
• 8:18
  it
• 8:18
  in
• 8:19
  the
• 8:19
  mail
• 8:19
  and
• 8:19
  pay
• 8:19
  for
• 8:19
  it
• 8:20
  themselves,
• 8:20
  it
• 8:20
  starts
• 8:20
  to
• 8:21
  deter
• 8:21
  people
• 8:21
  and
• 8:22
  it's.
• 8:22
  It's
• 8:22
  really
• 8:22
  about
• 8:23
  making
• 8:23
  that
• 8:23
  experience
• 8:24
  just
• 8:24
  as
• 8:24
  easy
• 8:24
  as
• 8:25
  possible
• 8:25
  so
• 8:25
  that
• 8:25
  you
• 8:26
  can,
• 8:26
  you
• 8:26
  buy,
• 8:27
  you
• 8:27
  try
• 8:27
  on,
• 8:28
  doesn't
• 8:28
  fit,
• 8:28
  don't
• 8:29
  like
• 8:29
  it,
• 8:29
  and
• 8:30
  back
• 8:30
  it
• 8:30
  goes.
• 8:30
  Really
• 8:31
  as
• 8:31
  simple
• 8:31
  as
• 8:31
  taking
• 8:32
  it
• 8:32
  back
• 8:32
  to
• 8:32
  the
• 8:32
  store.
• 8:33
  Got
• 8:34
  you,
• 8:35
  John,
• 8:35
  real
• 8:35
  quick.
• 8:36
  So,
• 8:36
  Helen,
• 8:36
  one
• 8:36
  of
• 8:36
  the
• 8:37
  questions
• 8:37
  I
• 8:37
  have
• 8:37
  written
• 8:37
  down,
• 8:38
  which
• 8:38
  is
• 8:38
  really
• 8:38
  interesting,
• 8:38
  was,
• 8:39
  number
• 8:39
  one,
• 8:39
  is
• 8:40
  why
• 8:40
  is
• 8:40
  returns
• 8:41
  transparency
• 8:41
  vitally
• 8:42
  important
• 8:42
  for
• 8:42
  online
• 8:43
  brands?
• 8:44
  And
• 8:45
  you
• 8:45
  just
• 8:45
  spoke
• 8:45
  to
• 8:45
  a
• 8:45
  ton
• 8:46
  of
• 8:46
  that
• 8:46
  too.
• 8:46
  And
• 8:47
  one
• 8:47
  of
• 8:47
  the
• 8:47
  things
• 8:47
  that
• 8:48
  we
• 8:48
  have
• 8:48
  as
• 8:48
  a
• 8:48
  resounding
• 8:50
  sort
• 8:50
  of
• 8:50
  theme
• 8:51
  in
• 8:51
  many
• 8:51
  of
• 8:52
  our
• 8:52
  episodes
• 8:53
  that
• 8:53
  we
• 8:53
  drop
• 8:54
  is
• 8:54
  we're
• 8:55
  focused
• 8:55
  on
• 8:56
  how
• 8:56
  can
• 8:56
  online
• 8:56
  brands
• 8:57
  improve
• 8:57
  the
• 8:57
  customer
• 8:58
  experience.
• 8:59
  And
• 9:00
  that
• 9:00
  is,
• 9:01
  I
• 9:01
  think
• 9:02
  this
• 9:02
  is
• 9:02
  a
• 9:02
  huge
• 9:03
  point
• 9:03
  of
• 9:03
  contention
• 9:04
  in
• 9:04
  terms
• 9:04
  of
• 9:04
  returns
• 9:05
  being
• 9:06
  sort
• 9:06
  of
• 9:06
  a
• 9:06
  little
• 9:06
  bit
• 9:07
  of
• 9:07
  that
• 9:08
  sore
• 9:09
  spot
• 9:09
  sometimes
• 9:10
  too.
• 9:10
  And
• 9:10
  you
• 9:10
  just
• 9:10
  brought
• 9:11
  up
• 9:11
  some
• 9:11
  excellent
• 9:11
  points
• 9:12
  with
• 9:13
  they
• 9:14
  want
• 9:14
  their
• 9:14
  money
• 9:14
  back,
• 9:15
  but
• 9:15
  also
• 9:16
  at
• 9:16
  the
• 9:16
  same
• 9:16
  time,
• 9:16
  the
• 9:16
  retailers,
• 9:17
  they
• 9:17
  want
• 9:17
  the
• 9:17
  goods
• 9:18
  back
• 9:18
  too.
• 9:18
  And
• 9:19
  so
• 9:20
  excellent
• 9:21
  information.
• 9:22
  Is
• 9:22
  there
• 9:22
  anything
• 9:22
  else
• 9:22
  that
• 9:23
  you
• 9:23
  could
• 9:23
  think
• 9:23
  of
• 9:23
  when
• 9:23
  it
• 9:23
  comes
• 9:24
  to.
• 9:25
  Yeah,
• 9:25
  just
• 9:26
  the
• 9:26
  transparency
• 9:27
  when
• 9:28
  it
• 9:28
  comes
• 9:28
  to
• 9:28
  returns
• 9:29
  that
• 9:29
  you
• 9:29
  can
• 9:29
  speak
• 9:29
  on.
• 9:32
  Can
• 9:32
  I
• 9:32
  dovetail
• 9:32
  on
• 9:33
  that?
• 9:33
  So
• 9:35
  get
• 9:35
  after
• 9:35
  John.
• 9:38
  The
• 9:38
  thing
• 9:38
  I
• 9:38
  was
• 9:39
  impressed
• 9:39
  the
• 9:39
  most
• 9:40
  was
• 9:40
  the
• 9:41
  dashboard.
• 9:41
  Right.
• 9:42
  So
• 9:43
  is
• 9:43
  that.
• 9:44
  And
• 9:44
  the
• 9:45
  customer
• 9:45
  facing
• 9:45
  tools
• 9:46
  because,
• 9:46
  you
• 9:46
  know,
• 9:47
  to
• 9:47
  your
• 9:47
  point
• 9:47
  and
• 9:48
  your
• 9:48
  next
• 9:48
  point
• 9:49
  is
• 9:49
  customers
• 9:49
  don't.
• 9:50
  They
• 9:50
  think
• 9:50
  it's
• 9:50
  difficult.
• 9:51
  So
• 9:52
  how
• 9:52
  do
• 9:52
  you
• 9:53
  feel?
• 9:53
  The
• 9:53
  dashboard
• 9:54
  is
• 9:55
  fantastic.
• 9:56
  So
• 9:56
  I
• 9:56
  was
• 9:56
  just
• 9:56
  curious
• 9:57
  what
• 9:57
  your
• 9:57
  thoughts
• 9:57
  are
• 9:57
  on
• 9:58
  that
• 9:58
  and
• 9:58
  just
• 9:59
  a
• 9:59
  dovetail
• 9:59
  on
• 10:00
  what
• 10:00
  Nick
• 10:00
  said.
• 10:01
  Okay,
• 10:01
  so
• 10:02
  I
• 10:02
  guess
• 10:02
  there's
• 10:03
  two
• 10:03
  sides
• 10:03
  of
• 10:03
  the
• 10:03
  transparency.
• 10:04
  You've
• 10:04
  got
• 10:04
  the
• 10:04
  transparency
• 10:05
  from
• 10:06
  the
• 10:06
  shopper
• 10:06
  side,
• 10:07
  so
• 10:07
  being
• 10:07
  able
• 10:07
  to
• 10:08
  go
• 10:08
  onto
• 10:08
  a
• 10:08
  portal,
• 10:09
  be
• 10:09
  able
• 10:09
  to
• 10:09
  create
• 10:10
  that
• 10:10
  return,
• 10:10
  get
• 10:11
  a
• 10:11
  label
• 10:11
  or
• 10:11
  whatever,
• 10:12
  and
• 10:12
  then
• 10:12
  see
• 10:12
  where
• 10:12
  the
• 10:12
  parcel
• 10:13
  is,
• 10:14
  but
• 10:14
  just
• 10:14
  making
• 10:14
  it
• 10:15
  self
• 10:15
  serve
• 10:16
  and
• 10:17
  without
• 10:17
  too
• 10:17
  many
• 10:17
  steps.
• 10:18
  And
• 10:18
  then
• 10:19
  on
• 10:19
  the
• 10:19
  other
• 10:19
  side
• 10:19
  you've
• 10:20
  got
• 10:20
  the
• 10:20
  retailer
• 10:20
  transparency
• 10:21
  and
• 10:21
  that's
• 10:21
  the
• 10:21
  dashboard
• 10:22
  you
• 10:22
  were
• 10:22
  talking
• 10:22
  about.
• 10:23
  So
• 10:23
  that's
• 10:23
  then
• 10:24
  having
• 10:24
  that
• 10:24
  analytics
• 10:25
  so
• 10:26
  that
• 10:26
  the
• 10:26
  retailer
• 10:26
  can
• 10:27
  say,
• 10:27
  okay,
• 10:27
  why
• 10:27
  am
• 10:28
  I
• 10:28
  getting
• 10:28
  returns
• 10:28
  back?
• 10:29
  You
• 10:29
  know,
• 10:29
  why
• 10:29
  is
• 10:29
  my
• 10:29
  return
• 10:30
  rate
• 10:30
  in
• 10:30
  Germany
• 10:31
  super
• 10:31
  high?
• 10:31
  Have
• 10:31
  I
• 10:32
  got
• 10:32
  certain
• 10:32
  SKUs
• 10:32
  that
• 10:33
  are
• 10:33
  coming
• 10:33
  back
• 10:33
  all
• 10:33
  the
• 10:33
  time
• 10:34
  or
• 10:34
  for
• 10:34
  particular
• 10:35
  reasons
• 10:35
  maybe
• 10:36
  then
• 10:36
  I've
• 10:36
  actually
• 10:37
  got
• 10:37
  a
• 10:37
  problem
• 10:37
  in
• 10:37
  my
• 10:38
  supply
• 10:38
  chain
• 10:38
  perhaps
• 10:38
  as
• 10:39
  a
• 10:39
  quality
• 10:39
  issue
• 10:39
  with
• 10:39
  the
• 10:40
  product.
• 10:41
  It's
• 10:41
  really
• 10:41
  about
• 10:41
  giving
• 10:42
  the
• 10:42
  retailer
• 10:42
  that
• 10:43
  visibility
• 10:43
  into,
• 10:44
  into
• 10:45
  that
• 10:45
  returns
• 10:45
  piece
• 10:46
  and
• 10:46
  then
• 10:46
  understanding
• 10:47
  how
• 10:47
  they
• 10:48
  can
• 10:48
  improve
• 10:48
  it.
• 10:48
  Because
• 10:49
  ultimately,
• 10:50
  yes,
• 10:50
  we
• 10:50
  offer
• 10:51
  EPAC
• 10:51
  returns,
• 10:52
  it's
• 10:52
  a
• 10:52
  return
• 10:52
  service,
• 10:53
  but
• 10:54
  really
• 10:54
  we're
• 10:54
  about
• 10:55
  helping
• 10:55
  retailers
• 10:56
  reduce
• 10:56
  returns.
• 10:58
  As
• 10:58
  a
• 10:58
  retailer,
• 10:58
  you
• 10:59
  want
• 10:59
  to
• 10:59
  sell
• 10:59
  it
• 10:59
  and
• 10:59
  want
• 10:59
  that
• 11:00
  product
• 11:00
  to
• 11:00
  stay
• 11:00
  with
• 11:00
  the
• 11:01
  consumer.
• 11:01
  You
• 11:01
  don't
• 11:01
  really
• 11:01
  want
• 11:02
  it
• 11:02
  back
• 11:02
  because
• 11:02
  it
• 11:02
  is
• 11:03
  a
• 11:03
  headache
• 11:04
  for
• 11:04
  everybody.
• 11:05
  And
• 11:05
  that's
• 11:05
  where
• 11:06
  I
• 11:06
  think
• 11:06
  the
• 11:06
  analytics
• 11:07
  and
• 11:07
  the
• 11:07
  power
• 11:07
  of
• 11:07
  those
• 11:08
  dashboards
• 11:08
  are
• 11:08
  really
• 11:08
  about
• 11:09
  helping
• 11:10
  the
• 11:10
  retailer
• 11:10
  gives
• 11:11
  them
• 11:11
  that
• 11:11
  visibility,
• 11:12
  gives
• 11:12
  them
• 11:12
  the
• 11:12
  transparency
• 11:13
  so
• 11:13
  they
• 11:13
  can
• 11:13
  then
• 11:14
  take
• 11:14
  action
• 11:15
  in
• 11:15
  terms
• 11:16
  of
• 11:16
  improving
• 11:16
  their
• 11:17
  offer
• 11:17
  to
• 11:17
  the
• 11:17
  consumers
• 11:18
  and
• 11:18
  getting
• 11:18
  that
• 11:19
  repeat
• 11:19
  business.
• 11:20
  Yeah,
• 11:21
  that's
• 11:21
  John,
• 11:22
  real
• 11:22
  quick.
• 11:22
  I
• 11:22
  do
• 11:22
  want
• 11:22
  to
• 11:22
  highlight.
• 11:23
  Thank
• 11:23
  you,
• 11:23
  Helen,
• 11:23
  for
• 11:23
  that
• 11:23
  too.
• 11:24
  So
• 11:25
  for
• 11:25
  the
• 11:26
  listeners
• 11:26
  that
• 11:26
  are
• 11:26
  listening
• 11:27
  and
• 11:27
  not
• 11:27
  watching,
• 11:28
  we,
• 11:29
  you
• 11:29
  know,
• 11:29
  John
• 11:29
  mentioned
• 11:29
  the
• 11:30
  dashboard,
• 11:30
  so
• 11:30
  we
• 11:30
  don't
• 11:31
  have
• 11:31
  anything
• 11:31
  up
• 11:31
  to
• 11:31
  show
• 11:31
  you
• 11:32
  right
• 11:32
  now
• 11:32
  what
• 11:32
  we're
• 11:32
  talking
• 11:32
  about.
• 11:33
  We're
• 11:33
  talking
• 11:33
  about
• 11:33
  if
• 11:34
  you're
• 11:34
  a
• 11:34
  retailer
• 11:34
  utilizing
• 11:35
  our
• 11:35
  product,
• 11:36
  the
• 11:36
  EPAC
• 11:36
  returns
• 11:37
  product.
• 11:37
  What
• 11:37
  John
• 11:37
  was
• 11:38
  alluding
• 11:38
  to
• 11:39
  is
• 11:39
  there
• 11:40
  is
• 11:40
  a
• 11:40
  dashboard
• 11:40
  that
• 11:40
  you
• 11:41
  log
• 11:41
  into
• 11:41
  to
• 11:41
  be
• 11:41
  able
• 11:41
  to
• 11:42
  manage
• 11:42
  the
• 11:42
  returns
• 11:43
  process.
• 11:45
  It's
• 11:46
  quite
• 11:46
  robust.
• 11:47
  And
• 11:47
  that's
• 11:47
  what
• 11:47
  Helen
• 11:48
  was
• 11:48
  talking
• 11:48
  about
• 11:48
  on
• 11:48
  the
• 11:48
  second
• 11:49
  end
• 11:49
  of
• 11:49
  what
• 11:49
  she
• 11:49
  was
• 11:49
  saying
• 11:50
  in
• 11:50
  terms
• 11:50
  of
• 11:50
  what
• 11:51
  the
• 11:51
  retailer
• 11:51
  experience
• 11:52
  is
• 11:52
  versus
• 11:53
  the
• 11:53
  consumer,
• 11:54
  meaning
• 11:55
  the
• 11:55
  person
• 11:55
  that
• 11:55
  purchased
• 11:55
  the
• 11:56
  goods.
• 11:57
  I
• 11:57
  just
• 11:57
  wanted
• 11:58
  to
• 11:58
  make
• 11:58
  sure
• 11:58
  that
• 11:58
  I
• 11:58
  clarified
• 11:59
  that
• 11:59
  before
• 11:59
  we
• 12:00
  got
• 12:00
  too
• 12:00
  deep
• 12:00
  into
• 12:00
  things
• 12:01
  here.
• 12:01
  The
• 12:02
  other
• 12:02
  thing
• 12:02
  on
• 12:02
  that,
• 12:03
  on
• 12:03
  the
• 12:03
  analytics
• 12:05
  is
• 12:05
  that
• 12:06
  done
• 12:07
  monthly,
• 12:07
  weekly,
• 12:08
  when
• 12:08
  we
• 12:08
  get
• 12:09
  into
• 12:09
  this
• 12:09
  with
• 12:09
  our
• 12:11
  potential
• 12:11
  shippers.
• 12:13
  How's
• 12:13
  that
• 12:14
  done?
• 12:14
  I'm
• 12:14
  just
• 12:14
  curious.
• 12:15
  It's
• 12:15
  real
• 12:15
  time
• 12:16
  and
• 12:16
  it
• 12:16
  has
• 12:17
  filters
• 12:17
  on
• 12:17
  there
• 12:17
  so
• 12:17
  you
• 12:18
  can
• 12:18
  pull
• 12:18
  the
• 12:18
  range
• 12:19
  of
• 12:19
  data
• 12:19
  that
• 12:19
  you
• 12:19
  really
• 12:19
  want
• 12:20
  it
• 12:20
  to
• 12:20
  be
• 12:20
  look
• 12:20
  at
• 12:21
  and
• 12:21
  could
• 12:22
  filter
• 12:22
  it
• 12:22
  by
• 12:22
  country,
• 12:23
  by
• 12:23
  certain
• 12:24
  products
• 12:24
  or
• 12:24
  if
• 12:24
  you've
• 12:24
  got
• 12:24
  multiple
• 12:25
  brands.
• 12:25
  So
• 12:26
  it's
• 12:26
  really
• 12:26
  that
• 12:26
  flexibility
• 12:27
  to
• 12:27
  be
• 12:27
  able
• 12:27
  to
• 12:27
  drill
• 12:27
  into
• 12:28
  it
• 12:28
  on,
• 12:28
  on
• 12:28
  the
• 12:29
  scale
• 12:29
  that
• 12:29
  you
• 12:29
  need
• 12:30
  and
• 12:31
  on.
• 12:31
  The
• 12:31
  customer
• 12:32
  side,
• 12:32
  on
• 12:32
  the
• 12:33
  customer
• 12:33
  facing
• 12:33
  tools.
• 12:33
  Is
• 12:34
  there
• 12:34
  anything
• 12:34
  that
• 12:34
  stands
• 12:35
  out
• 12:35
  that
• 12:35
  differentiates
• 12:36
  us
• 12:36
  from
• 12:37
  other
• 12:37
  carriers
• 12:38
  or
• 12:38
  other
• 12:38
  providers
• 12:39
  that
• 12:39
  you
• 12:39
  can
• 12:39
  think
• 12:39
  of
• 12:39
  that
• 12:40
  would
• 12:40
  really
• 12:40
  help?
• 12:41
  I
• 12:41
  think
• 12:41
  it's
• 12:42
  partly.
• 12:42
  It's
• 12:42
  around.
• 12:43
  It's
• 12:43
  a
• 12:43
  white
• 12:43
  label
• 12:44
  solution
• 12:44
  so
• 12:44
  it
• 12:44
  is
• 12:44
  fully
• 12:45
  branded
• 12:45
  as
• 12:45
  a
• 12:45
  retailer.
• 12:46
  It
• 12:46
  looks
• 12:47
  like
• 12:47
  it
• 12:47
  belongs
• 12:47
  to
• 12:47
  the
• 12:48
  retailer
• 12:48
  site
• 12:49
  with
• 12:50
  the
• 12:50
  logos,
• 12:51
  the
• 12:51
  fonts
• 12:51
  or
• 12:51
  whatever.
• 12:52
  And
• 12:52
  it
• 12:52
  is
• 12:52
  simple.
• 12:53
  You
• 12:53
  put
• 12:53
  in
• 12:53
  your
• 12:53
  order
• 12:54
  number
• 12:54
  and
• 12:54
  your
• 12:54
  email,
• 12:54
  you're
• 12:55
  selecting
• 12:55
  what
• 12:55
  you're
• 12:55
  returning
• 12:56
  and
• 12:56
  you're
• 12:56
  getting
• 12:57
  your
• 12:57
  label.
• 12:58
  You
• 12:58
  can
• 12:58
  choose
• 12:58
  where
• 12:58
  you're
• 12:59
  dropping
• 12:59
  it
• 12:59
  off,
• 12:59
  you
• 12:59
  can
• 12:59
  get
• 13:00
  a
• 13:00
  QR
• 13:00
  code.
• 13:01
  So
• 13:01
  it's
• 13:02
  just
• 13:02
  simply
• 13:03
  takes
• 13:03
  a
• 13:03
  couple
• 13:03
  of
• 13:04
  minutes
• 13:04
  to
• 13:04
  just
• 13:05
  run
• 13:05
  through
• 13:05
  the
• 13:05
  process.
• 13:06
  Gotcha.
• 13:07
  Okay,
• 13:09
  Nick,
• 13:10
  anything
• 13:10
  else
• 13:10
  on
• 13:10
  that
• 13:10
  you
• 13:10
  had
• 13:10
  a
• 13:11
  couple
• 13:11
  of
• 13:11
  questions
• 13:11
  around
• 13:12
  enterprise,
• 13:13
  middle
• 13:14
  market,
• 13:14
  that
• 13:14
  kind
• 13:14
  of
• 13:14
  thing.
• 13:14
  Do
• 13:15
  you
• 13:15
  want
• 13:15
  to
• 13:15
  touch
• 13:15
  on.
• 13:17
  I
• 13:17
  only
• 13:17
  have
• 13:17
  maybe
• 13:18
  20
• 13:18
  to
• 13:18
  30
• 13:18
  questions
• 13:19
  guys,
• 13:19
  so
• 13:20
  get
• 13:20
  ready.
• 13:20
  No,
• 13:20
  I'm.
• 13:21
  We're
• 13:21
  only
• 13:21
  on
• 13:21
  topic.
• 13:22
  We're
• 13:22
  all
• 13:22
  on
• 13:22
  topic
• 13:22
  number
• 13:23
  one,
• 13:23
  by
• 13:23
  the
• 13:23
  way.
• 13:23
  But
• 13:23
  that's
• 13:24
  okay.
• 13:24
  What
• 13:25
  do
• 13:25
  you
• 13:25
  say?
• 13:25
  Topic
• 13:26
  number
• 13:26
  one,
• 13:27
  there's
• 13:27
  four
• 13:28
  main
• 13:28
  topics
• 13:28
  but
• 13:28
  this
• 13:28
  is
• 13:29
  the
• 13:29
  longest.
• 13:29
  But
• 13:30
  please
• 13:30
  go
• 13:30
  on.
• 13:31
  I'm
• 13:31
  going
• 13:32
  to
• 13:32
  continue.
• 13:32
  So
• 13:34
  Helen,
• 13:36
  when
• 13:36
  we're
• 13:36
  talking
• 13:37
  in
• 13:37
  terms
• 13:37
  of
• 13:38
  our
• 13:38
  listening
• 13:38
  audience
• 13:39
  is
• 13:39
  going
• 13:39
  to
• 13:39
  be
• 13:39
  primarily
• 13:40
  US
• 13:40
  based
• 13:41
  from
• 13:42
  a
• 13:42
  US
• 13:42
  based
• 13:43
  seller
• 13:43
  or
• 13:43
  consumer.
• 13:44
  One
• 13:45
  thing
• 13:45
  we
• 13:45
  talk
• 13:45
  about
• 13:46
  the
• 13:46
  experience.
• 13:47
  Free
• 13:47
  returns
• 13:48
  have
• 13:48
  been
• 13:48
  the
• 13:48
  norm
• 13:49
  and
• 13:49
  there's
• 13:50
  a
• 13:50
  very
• 13:50
  large
• 13:50
  marketplace
• 13:51
  out
• 13:51
  there
• 13:51
  with
• 13:51
  that
• 13:51
  mentality
• 13:52
  in
• 13:52
  terms
• 13:53
  of
• 13:54
  they've
• 13:54
  been
• 13:54
  the
• 13:54
  norm
• 13:55
  for
• 13:55
  years
• 13:55
  in
• 13:55
  E
• 13:55
  commerce,
• 13:56
  free
• 13:56
  returns.
• 13:57
  But
• 13:58
  it's
• 13:58
  costly,
• 13:59
  it
• 13:59
  impacts
• 14:00
  profitability
• 14:01
  and
• 14:01
  so
• 14:01
  what
• 14:01
  are
• 14:01
  some
• 14:02
  things
• 14:02
  brands
• 14:02
  can
• 14:02
  do
• 14:03
  to
• 14:03
  help,
• 14:03
  you
• 14:03
  know,
• 14:03
  in
• 14:03
  terms
• 14:03
  of
• 14:04
  the
• 14:04
  mindset
• 14:04
  shift
• 14:05
  in
• 14:05
  terms
• 14:05
  of
• 14:05
  getting
• 14:06
  away
• 14:06
  from,
• 14:06
  you
• 14:07
  know,
• 14:07
  free
• 14:07
  to,
• 14:08
  you
• 14:08
  know,
• 14:08
  it's
• 14:09
  okay
• 14:09
  to
• 14:09
  have
• 14:09
  paid
• 14:10
  returns
• 14:10
  and
• 14:10
  here's
• 14:11
  why
• 14:11
  it's
• 14:11
  okay.
• 14:12
  Okay.
• 14:13
  So
• 14:13
  I
• 14:13
  think
• 14:14
  firstly
• 14:14
  it
• 14:14
  will
• 14:15
  vary
• 14:15
  by
• 14:15
  market.
• 14:16
  So
• 14:16
  some
• 14:16
  markets
• 14:17
  are
• 14:17
  more
• 14:17
  receptive
• 14:17
  to
• 14:18
  paying
• 14:18
  for
• 14:18
  a
• 14:18
  return,
• 14:19
  others
• 14:19
  less.
• 14:19
  So
• 14:21
  there
• 14:21
  are
• 14:21
  things
• 14:22
  that
• 14:23
  sellers
• 14:23
  can
• 14:23
  do
• 14:24
  around
• 14:24
  perhaps
• 14:25
  even
• 14:25
  monitoring
• 14:25
  their
• 14:26
  consumers.
• 14:26
  So
• 14:26
  ASOs
• 14:27
  for
• 14:27
  example
• 14:27
  in
• 14:28
  the
• 14:28
  UK
• 14:28
  are
• 14:29
  tackling
• 14:29
  serial
• 14:29
  return
• 14:30
  by
• 14:30
  either
• 14:31
  preventing
• 14:31
  them
• 14:31
  or
• 14:31
  levying
• 14:32
  an
• 14:32
  additional
• 14:32
  charge.
• 14:34
  We've
• 14:34
  seen
• 14:34
  retailers
• 14:35
  introduce
• 14:36
  the
• 14:36
  concept
• 14:36
  of
• 14:36
  a
• 14:36
  membership
• 14:37
  fee.
• 14:37
  You
• 14:37
  know,
• 14:37
  you
• 14:37
  pay
• 14:38
  premium
• 14:38
  service,
• 14:39
  you
• 14:39
  may
• 14:39
  get
• 14:39
  free
• 14:39
  delivery
• 14:40
  for
• 14:40
  your
• 14:40
  outbound
• 14:40
  and
• 14:41
  maybe
• 14:41
  it
• 14:41
  gives
• 14:41
  you
• 14:41
  free
• 14:41
  returns
• 14:42
  as
• 14:42
  well.
• 14:43
  You
• 14:44
  could,
• 14:44
  you
• 14:44
  can
• 14:44
  offer
• 14:44
  choice.
• 14:45
  So
• 14:45
  maybe
• 14:46
  sending
• 14:47
  back
• 14:47
  the
• 14:47
  return
• 14:48
  through
• 14:48
  the
• 14:48
  postal
• 14:49
  service
• 14:49
  could
• 14:49
  be
• 14:49
  funded
• 14:50
  by
• 14:50
  the
• 14:50
  retailer,
• 14:51
  but
• 14:51
  if
• 14:51
  the
• 14:52
  consumer
• 14:52
  would
• 14:53
  like
• 14:53
  it
• 14:53
  get,
• 14:53
  get
• 14:53
  it
• 14:53
  back
• 14:54
  quicker
• 14:54
  so
• 14:54
  they
• 14:54
  get
• 14:54
  their
• 14:54
  refund
• 14:55
  quicker,
• 14:55
  they
• 14:56
  could
• 14:56
  pay
• 14:56
  to
• 14:56
  upgrade
• 14:57
  and
• 14:57
  access
• 14:57
  the
• 14:57
  likes
• 14:57
  of
• 14:58
  a
• 14:58
  FedEx
• 14:58
  or
• 14:58
  a
• 14:59
  UPS
• 14:59
  type
• 14:59
  service.
• 15:00
  I
• 15:01
  think
• 15:01
  you've
• 15:01
  got.
• 15:01
  There
• 15:01
  are
• 15:01
  a
• 15:02
  number
• 15:02
  of
• 15:02
  options
• 15:02
  but
• 15:02
  it
• 15:03
  is
• 15:03
  also
• 15:03
  very
• 15:03
  much
• 15:04
  about
• 15:04
  understanding
• 15:04
  the
• 15:05
  market
• 15:05
  and
• 15:05
  the
• 15:05
  demographic
• 15:06
  you're
• 15:06
  targeting.
• 15:07
  Because
• 15:08
  in
• 15:09
  the
• 15:09
  reports
• 15:10
  that
• 15:10
  John
• 15:10
  referred
• 15:10
  to
• 15:11
  earlier,
• 15:12
  statistically
• 15:13
  we've
• 15:13
  seen
• 15:13
  like
• 15:14
  baby
• 15:14
  boomers
• 15:14
  are
• 15:14
  less
• 15:15
  likely
• 15:15
  to
• 15:15
  want
• 15:15
  to
• 15:15
  pay
• 15:15
  for
• 15:16
  returns,
• 15:16
  whereas
• 15:16
  Gen
• 15:17
  Z
• 15:17
  are
• 15:18
  willing
• 15:18
  to
• 15:18
  do
• 15:18
  so.
• 15:19
  So
• 15:19
  it's
• 15:19
  who
• 15:20
  you're
• 15:20
  selling
• 15:20
  to,
• 15:21
  what
• 15:21
  country
• 15:21
  you're
• 15:22
  selling
• 15:22
  to,
• 15:23
  even
• 15:23
  what
• 15:23
  goods.
• 15:24
  So
• 15:24
  potentially
• 15:24
  with
• 15:24
  the
• 15:24
  higher
• 15:25
  value
• 15:25
  goods,
• 15:25
  again
• 15:25
  you
• 15:26
  might
• 15:26
  want
• 15:26
  to
• 15:27
  maybe
• 15:27
  levy
• 15:28
  a
• 15:28
  bit
• 15:28
  more
• 15:28
  of
• 15:28
  a
• 15:28
  charge
• 15:29
  because
• 15:29
  you're
• 15:29
  accessing
• 15:29
  the
• 15:30
  express
• 15:30
  service.
• 15:30
  So
• 15:31
  there's
• 15:31
  a
• 15:31
  number
• 15:31
  of
• 15:31
  factors
• 15:31
  to
• 15:32
  take
• 15:32
  into
• 15:33
  consideration.
• 15:35
  So
• 15:35
  it's
• 15:35
  possibly
• 15:36
  not
• 15:36
  one
• 15:36
  size
• 15:36
  fits
• 15:37
  all.
• 15:37
  But
• 15:37
  then
• 15:37
  the
• 15:38
  ability
• 15:38
  to
• 15:38
  do
• 15:38
  localization,
• 15:39
  targeting
• 15:40
  your
• 15:40
  returns
• 15:40
  policy
• 15:41
  by
• 15:41
  country
• 15:41
  does
• 15:41
  give
• 15:41
  you
• 15:42
  then
• 15:42
  that
• 15:42
  flexibility
• 15:42
  as
• 15:43
  a
• 15:43
  retailer.
• 15:44
  Helen,
• 15:45
  I
• 15:45
  want
• 15:45
  to
• 15:45
  thank
• 15:45
  you
• 15:46
  for
• 15:46
  that,
• 15:46
  but
• 15:46
  also
• 15:46
  I'm
• 15:46
  a
• 15:47
  little
• 15:47
  upset
• 15:47
  because
• 15:47
  you
• 15:47
  stole
• 15:47
  my
• 15:48
  Thunder
• 15:48
  on
• 15:48
  my
• 15:48
  3
• 15:48
  out
• 15:49
  of
• 15:49
  20
• 15:49
  questions
• 15:49
  that
• 15:50
  I
• 15:50
  know.
• 15:50
  That's
• 15:50
  okay.
• 15:51
  No,
• 15:51
  my
• 15:51
  next
• 15:51
  question
• 15:52
  was
• 15:52
  simply
• 15:52
  is
• 15:52
  there
• 15:53
  any
• 15:53
  distinct
• 15:54
  or
• 15:55
  clear
• 15:56
  differences,
• 15:56
  you
• 15:56
  know,
• 15:57
  specific
• 15:57
  to
• 15:57
  shopper
• 15:58
  demographics?
• 15:58
  I
• 15:58
  said
• 15:59
  as
• 15:59
  it
• 15:59
  relates
• 15:59
  to
• 15:59
  return
• 16:00
  cost
• 16:00
  methods,
• 16:01
  ship
• 16:01
  methods
• 16:02
  and
• 16:02
  you
• 16:02
  know,
• 16:03
  in
• 16:03
  terms
• 16:03
  of,
• 16:03
  and
• 16:04
  Ari,
• 16:04
  you
• 16:04
  might
• 16:04
  be
• 16:04
  able
• 16:04
  to
• 16:04
  speak
• 16:05
  to
• 16:05
  this
• 16:05
  in
• 16:05
  terms
• 16:05
  of,
• 16:06
  you
• 16:06
  know,
• 16:06
  how
• 16:07
  things
• 16:07
  are
• 16:07
  handled
• 16:07
  when
• 16:07
  it
• 16:08
  comes
• 16:08
  to
• 16:08
  the
• 16:08
  return,
• 16:09
  if
• 16:09
  not
• 16:10
  necessarily
• 16:10
  if
• 16:10
  something's
• 16:10
  undeliverable,
• 16:11
  but
• 16:11
  let's
• 16:11
  say
• 16:11
  that,
• 16:12
  you
• 16:12
  know,
• 16:12
  they
• 16:12
  don't
• 16:12
  want
• 16:13
  it
• 16:13
  back.
• 16:14
  So
• 16:14
  are
• 16:14
  there
• 16:14
  any
• 16:15
  changes
• 16:16
  there
• 16:16
  when
• 16:16
  it
• 16:16
  comes
• 16:16
  to
• 16:16
  the
• 16:16
  demographics
• 16:17
  of
• 16:17
  the
• 16:18
  shoppers?
• 16:22
  Eleanor?
• 16:23
  Aria,
• 16:23
  you
• 16:24
  know,
• 16:24
  it's
• 16:25
  either
• 16:25
  way.
• 16:28
  I
• 16:29
  mean
• 16:29
  we
• 16:29
  do
• 16:29
  offer,
• 16:30
  you
• 16:30
  know,
• 16:30
  a
• 16:30
  bunch
• 16:30
  of
• 16:31
  alternative,
• 16:31
  you
• 16:32
  know,
• 16:32
  options
• 16:32
  for
• 16:33
  the
• 16:33
  retailer
• 16:33
  to
• 16:33
  pick
• 16:34
  besides
• 16:34
  just
• 16:35
  the
• 16:35
  standard
• 16:35
  return
• 16:36
  from
• 16:36
  our
• 16:36
  return
• 16:36
  center.
• 16:37
  So
• 16:37
  you
• 16:37
  know,
• 16:38
  to
• 16:38
  Helen's
• 16:39
  point,
• 16:39
  the
• 16:39
  consumer
• 16:40
  just
• 16:40
  wants
• 16:40
  to
• 16:40
  have,
• 16:41
  or
• 16:41
  the
• 16:41
  shopper
• 16:41
  in
• 16:42
  this
• 16:42
  case
• 16:42
  just
• 16:42
  wants
• 16:43
  to
• 16:43
  have
• 16:43
  the
• 16:43
  refund
• 16:44
  and
• 16:44
  that's
• 16:45
  like
• 16:45
  the
• 16:45
  first
• 16:45
  smile
• 16:45
  piece.
• 16:46
  So
• 16:46
  you
• 16:47
  know,
• 16:47
  the
• 16:47
  rest
• 16:48
  of
• 16:48
  the
• 16:48
  process
• 16:49
  really
• 16:49
  is
• 16:49
  just
• 16:49
  up
• 16:50
  to
• 16:50
  the
• 16:50
  bait
• 16:50
  for
• 16:51
  the
• 16:51
  retailer
• 16:51
  to
• 16:51
  pick.
• 16:52
  So
• 16:52
  when
• 16:52
  it
• 16:52
  comes
• 16:52
  to
• 16:52
  like
• 16:53
  the
• 16:53
  processing
• 16:53
  at
• 16:53
  the
• 16:53
  return
• 16:54
  center
• 16:55
  and
• 16:56
  also
• 16:56
  you
• 16:56
  know,
• 16:56
  the
• 16:57
  last
• 16:57
  mile
• 16:57
  move
• 16:58
  for
• 16:58
  us
• 16:58
  to
• 16:58
  return
• 16:58
  the
• 16:59
  goods,
• 16:59
  that
• 16:59
  that's
• 16:59
  the
• 16:59
  retailer's
• 17:00
  choice
• 17:01
  to
• 17:01
  the,
• 17:03
  to
• 17:03
  their,
• 17:04
  to
• 17:04
  their
• 17:04
  warehouse
• 17:05
  in
• 17:05
  the
• 17:05
  U.S.
• 17:06
  so
• 17:07
  you
• 17:07
  know,
• 17:07
  sometimes
• 17:08
  the
• 17:08
  retailer
• 17:08
  may
• 17:09
  not
• 17:09
  want
• 17:09
  to
• 17:09
  like
• 17:09
  even
• 17:10
  deal
• 17:10
  with
• 17:10
  that
• 17:11
  last
• 17:11
  mile
• 17:11
  move
• 17:11
  and
• 17:11
  they'll
• 17:12
  want
• 17:12
  us
• 17:12
  to
• 17:12
  have
• 17:13
  a
• 17:13
  alternative
• 17:14
  to,
• 17:15
  for
• 17:16
  us
• 17:16
  to
• 17:16
  get
• 17:16
  the
• 17:16
  return
• 17:17
  and
• 17:17
  process
• 17:17
  and
• 17:19
  taken
• 17:19
  care
• 17:19
  of.
• 17:19
  But
• 17:20
  they
• 17:20
  want
• 17:20
  more
• 17:21
  of,
• 17:21
  you
• 17:21
  know,
• 17:22
  they
• 17:22
  want
• 17:22
  to
• 17:22
  avoid
• 17:23
  the
• 17:24
  shopper
• 17:24
  to
• 17:24
  keep
• 17:24
  the
• 17:25
  goods
• 17:25
  for
• 17:25
  a
• 17:26
  reason
• 17:26
  that
• 17:26
  is
• 17:26
  like
• 17:26
  for
• 17:26
  example,
• 17:27
  a
• 17:27
  lot
• 17:27
  of
• 17:27
  like
• 17:27
  cosmetics
• 17:28
  or
• 17:29
  beauty
• 17:29
  related
• 17:30
  verticals,
• 17:32
  those
• 17:32
  type
• 17:32
  of
• 17:33
  goods.
• 17:33
  Typically
• 17:33
  they
• 17:33
  don't
• 17:34
  want
• 17:34
  them
• 17:34
  to
• 17:34
  be
• 17:34
  returned.
• 17:35
  They
• 17:35
  just
• 17:36
  want
• 17:36
  us
• 17:36
  to
• 17:36
  receive
• 17:36
  the
• 17:37
  goods
• 17:37
  from
• 17:37
  the
• 17:38
  shopper
• 17:38
  and
• 17:38
  they
• 17:38
  want
• 17:38
  us
• 17:39
  to,
• 17:39
  you
• 17:39
  know,
• 17:39
  destroy
• 17:40
  or,
• 17:41
  or
• 17:42
  donate
• 17:42
  them
• 17:43
  for
• 17:43
  that
• 17:43
  matter,
• 17:44
  pending
• 17:45
  risk
• 17:45
  and
• 17:45
  legal
• 17:46
  requirements
• 17:47
  so
• 17:48
  they
• 17:48
  can
• 17:48
  have
• 17:48
  the
• 17:49
  goods
• 17:49
  back.
• 17:49
  And
• 17:49
  that
• 17:49
  kind
• 17:50
  of
• 17:50
  reduces
• 17:50
  some
• 17:50
  costs
• 17:51
  for
• 17:51
  the
• 17:51
  retailer
• 17:52
  side
• 17:52
  as
• 17:52
  well.
• 17:53
  Typically
• 17:54
  those
• 17:54
  type
• 17:54
  of
• 17:55
  moves
• 17:55
  can
• 17:55
  be
• 17:55
  something
• 17:55
  a
• 17:55
  little
• 17:55
  bit
• 17:56
  less
• 17:56
  costly
• 17:57
  than
• 17:57
  the
• 17:57
  last
• 17:57
  mile,
• 17:58
  typical
• 17:58
  last
• 17:58
  mile
• 17:58
  move
• 17:59
  that
• 17:59
  we
• 17:59
  would
• 17:59
  see
• 17:59
  for
• 17:59
  the
• 17:59
  retailers.
• 18:00
  Okay,
• 18:01
  interesting.
• 18:03
  Can
• 18:04
  we
• 18:04
  move
• 18:04
  on?
• 18:04
  Let's
• 18:05
  move
• 18:05
  on
• 18:05
  to
• 18:06
  convenience.
• 18:07
  Alan
• 18:07
  and
• 18:08
  Ari
• 18:08
  right.
• 18:08
  Hey,
• 18:09
  thanks
• 18:09
  everybody.
• 18:09
  Thanks
• 18:09
  for
• 18:10
  joining
• 18:10
  today
• 18:11
  and
• 18:11
  we
• 18:11
  look
• 18:11
  forward
• 18:11
  to
• 18:11
  continuing
• 18:12
  the
• 18:12
  conversation
• 18:13
  on
• 18:13
  a
• 18:13
  returns
• 18:13
  topic
• 18:14
  on
• 18:14
  our
• 18:14
  next
• 18:15
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• 18:15
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• 18:15
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• 18:16
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• 18:16
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• 18:16
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• 18:17
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• 18:17
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• 18:17
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• 18:17
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• 18:17
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• 18:18
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• 18:19
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• 18:19
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• 18:19
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