Laura Huddle
Chief Revenue Officer at Seel
Expert insights
- The why behind returns is shifting. So it’s less about defective items and more about uncertainty or expectation mismatch and second guessing.
- Shoppers want predictability, like fast resolution, clarity on timing, no hidden risks.
- This is why the return experience matters in all economic climates. Even in a boom, trust and predictability, that’s what wins loyalty.
- Here’s the P&L reality. The average brand loses 17% of revenue to refunds, and they spend another 8% on non-shipping op-ex to operate their post-purchase services. So that’s a w...
- We provide returns for final sale items, and the result is a final sale plus a return option that drives significantly higher conversion with no meaningful increase in return ra...
- I think the biggest opportunity is in circularity. We need to ensure that returned items are resold and reused rather than being wasted and going to landfill.
- The moat is the consumer. Brands that deliver a frictionless, trusted, post-purchase experience, they’ll earn loyalty that money cannot buy.
- Every return generates insights into future forecasting, merchandising, and the customer experience, and that advantage compounds over time.