Don’t Write Your Return Policy for the 3% Who Abuse It
11 Sept 2026 · 1 min
1:10
In this brief dialogue, two speakers discuss how Direct‑to‑Consumer (DTC) brands should craft their return policies. They argue that the policy should be written for the 97% of customers who are reasonable, honest, and willing to follow the process, rather than being overly restrictive to deter the small minority (about 3%) who abuse returns. The conversation emphasizes that while the majority’s behavior should shape the standard policy, the minority of abusive or irate return requests should be addressed individually and sensitively on a case‑by‑case basis. This approach balances fairness for most shoppers with protective measures against fraud or unreasonable demands.
