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The Holiday Season Promises Many Unhappy Returns for Retailers

In many ways, retailers are in a no-win situation this holiday season. More consumers than ever are buying online, which typically means reduced profit margins. The overwhelming majority of those receiving gifts plan to return at least some of them, further cutting into retailer profits. Finally, many consumers returning gifts will be unhappy with the process, which could lead to consumer alienation. Talk about being up against it.

In an Oracle report published in September, 77 percent of consumers said they anticipated returning some of the gifts they would receive. Twenty percent of those plan to return at least half of the gifts they receive. In many ways, retailers are in a no-win situation this holiday season… RetailWire

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