UPS coined Jan. 2 as National Returns Day, as it marked the pinnacle of the holiday gift return period. UPS expected to handle 1.9 million returns in that one day, which would have been 26 percent more than the previous year and marked the seventh straight record-setting year. According to the UPS Pulse of the Online Shopper study, 73 percent of online shoppers say the returns experience affects their likelihood to buy from a given retailer again. “Returns are the new normal, and as part of a seamless customer experience....

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