Driving Innovation in Returns Management: David Sobie with Happy Returns

About this episode

David Sobie discusses the returns crisis and how retailers can improve customer loyalty through better returns management.

In this episode of Supply Chain Now, Scott W. Luton is joined by David Sobie, Co-Founder and CEO of Happy Returns, for a deep dive into the returns crisis and reverse logistics. David brings over a decade of real-world experience helping major retail brands turn post-purchase friction into customer loyalty. He shares critical data from their latest report with the NRF, exposing a staggering rise in retail fraud, the undeniable psychology of the in-person return, and why over 70% of merchants are moving away from free returns to save "dead stock" from rotting off store shelves.

People in this episode

Host: Scott W. Luton

Guest: David Sobie

Topics covered

• returns management
• reverse logistics
• retail fraud
• customer loyalty
• post-purchase experience

Keywords

• returns management
• reverse logistics
• retail fraud
• customer loyalty
• post-purchase friction
• in-person return
• free returns
• dead stock

Mentioned in this episode

Organizations: Happy Returns, NRF, retail

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