Returns don’t have to be a pain point — they can be a powerful opportunity to build trust and deepen customer loyalty. In this session, hear how innovative retailers are transforming the returns experience into a seamless, customer-centric touchpoint that keeps shoppers coming back. From flexible policies and frictionless digital tools to proactive communication and personalized service, discover strategies that turn post-purchase challenges into brand-building moments. Learn how a well-designed returns journey can drive repeat business, boost satisfaction and create long-term customer advocates.