6:30 PM – 8:30 PM EDT
Recap
independent
How Brands Are Rethinking Returns Without Killing Customer Trust
Photo gallery
6:30 PM – 8:30 PM EDT
About Event
Returns are not “ops.”
Returns are the invoice for every decision you made upstream. Your fit. Your quality. Your promises. Your marketing. Your policy. The new game is not “free returns” vs “paid returns.” It is a margin defense plan that does not spook your best customers. And does not invite the worst ones. You can tighten the screws. But customers keep score. They punish confusion faster than they punish fees.
This panel is about the line. Where protecting margin stops being smart and starts costing you trust.Why you should attend
When charging a fee works. And when it tanks conversion.How to push exchanges without making customers feel trapped.What “VIP policy” actually means in practice.How to fight abuse without accusing your best customers.What to say when you change the rules. And how not to say it.Where final sale is a weapon. And where it becomes a PR problem.
Featured speakers.
As CEO of Komar Distribution Services, Jay Harris has spent more than 25 years helping brands balance margin protection with customer loyalty. At KDS, returns are treated as the outcome of upstream decisions and addressed through clean data, integrated systems, and true strategic partnership rather than transactional logistics. I have guided our team to not only meet but exceed our clients' expectations through innovative solutions that grow companies from millions to billions. These include amazing supply chain management tools, integrated drayage, actionable inventory demand management, and proactive compliance management. At KDS, we harness collaborative synergy to achieve results that exceed the sum of our efforts, thus driving sustainable growth and "pencils never down" operational excellence.
Gabrielle Kerins is a beauty marketing leader and author, most recently spending three years scaling NYC-based cosmetics brand Kulfi. Fluent in both performance and brand marketing, she operates with the conviction that every touchpoint is an opportunity to engage with community and build equity.
Who's hosting it.
Manish Chowdhary is the Founder & CEO of Cahoot, the most comprehensive post-purchase logistics platform for ecommerce brands. We help merchants scale profitably with a bundled suite of services that includes: - Fast, cost-effective fulfillment (1-day and 2-day nationwide coverage) - AI-powered multi-warehouse shipping software that selects the cheapest label automatically - An industry-first peer-to-peer returns solution that eliminates return shipping and restocking costs With over 100 warehouses and advanced shipping automation, we help brands maintain control, boost speed, and cut logistics costs without the overhead of traditional 3PLs. I’m passionate about helping ecommerce businesses grow smarter. If you’re looking to improve your margins, delight customers, and future-proof your logistics, let’s connect. My work has been recognized with multiple industry accolades, most recently winning the SaaStock USA Global Pitch Competition 2024. I’m passionate about using technology and collaboration to push the boundaries of ecommerce and logistics and create new opportunities for merchants worldwide.
Questions? Talk@UglyTalk.com
Location
Nomadworks - Times Square
240 W 40th St, 2nd fl
New York