Tips for Handling Returns (720 words)

As with every step in the physical handling of a return, common sense applied to human action will yield a higher degree of customer satisfaction—and a greater chance that the customer will shop with your catalog again.

Chris Merritt is a principal at Kurt Salmon Associates, a fulfillment consulting firm in Atlanta, GA. He can be reached at (404) 898-7916 or by e-mail at csm@kurtsalmon.com.