In an omni-channel supply chain, returns are an inherent part in the modern economy. However, due to inefficiencies in return flow management, they can turn out to be costlier than the forward deliveries. At the same time, customers demand a flexible return policy, transparent refund processing and an ability to return via multiple channels, that allows for ease of return and treats it as one of the criteria for taking a re-purchase decision. There has been a steep rise in the number of returns amid COVID-19, typically going as high as 30% in a typical store in an omni-channel environment.
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