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Returns have become a defining part of online shopping, with U.S. retail returns reaching an estimated $849.9 billion in 2025. In this episode of Mailin’ It, Karla Kirby and Jeff Marino explore how retailers can move beyond viewing returns as simply a cost and instead make them a strategic part of the customer experience.
Nagee Jackson, Director of New Business Acquisition at the U.S. Postal Service, explains why an effective returns strategy starts with understanding customer expectations, product value, return rates and the true cost of bringing merchandise back. He discusses how different products—from clothing and perishables to collectibles and electronics—can require very different approaches.
The conversation also examines USPS return solutions, including Ground Advantage, Priority Mail Return and scan-based returns, which can help businesses align costs with actual return activity. Nagee emphasizes the importance of planning ahead for peak season, analyzing historical return data, establishing clear policies and preparing for the physical volume of merchandise coming back.
For consumers, the episode offers practical advice on what to look for in a retailer’s return policy, including return windows, shipping costs and return methods.
The episode concludes with a look at how USPS sales teams can work directly with businesses to develop customized shipping and returns strategies. In the “Did You Know?” segment, Karla and Jeff highlight John Wanamaker, the pioneering retailer and former Postmaster General whose innovations helped shape both American retail and the Postal Service.
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