In this interview, Brandon Thurgood (Head of Marketing at Redo) speaks with Jordan Bleak, GM of Returns, about the real cost of eCommerce returns and how Redo’s returns management platform helps brands reduce costs, improve the post-purchase experience, and increase customer loyalty.
The Real Cost of Returns for eCommerce Brands
Jordan opens with a simple truth: returns are painful. For most online retailers, returns aren’t just a customer service problem—they’re a major profitability challenge.
“Honestly, returns make it pretty easy to understand the pain. Returns really are painful for brands.” — Jordan Bleak, GM of Returns at Redo
Every return carries hidden costs:
- Acquisition spend wasted on refunded orders
- Outbound & return shipping fees
- Refunded product value
- Operational labor for inspection, restocking, and resale
- Inventory delays while items sit in processing
- Fraud risks from dishonest returns
For merchants running on tight margins, these costs add up quickly.
Redo’s Mission: Simplify Returns and Reduce Costs
Redo was founded to solve this problem head-on.
“What Redo started with was really a returns process to try to simplify everything related to returns and exchanges.” — Jordan Bleak
The mission is clear: create a better returns experience for shoppers, while removing unpredictable expenses for brands.
The Innovative Checkout Add-On Model
One of Redo’s earliest innovations, now widely copied across the industry, was offering shoppers a small add-on at checkout to cover potential return shipping.
“The innovative model was essentially allowing shoppers to purchase, or pay an extra dollar or two at checkout to get a free return.” — Jordan Bleak
If the customer makes a return:
“Redo would actually pay for the $8, $9, $10 label to send the item back.” — Jordan Bleak
This returns management software approach makes costs predictable for merchants and removes hesitation for customers.
Why Returns Matter More Than Ever
In today’s competitive DTC environment, consumers expect a flexible return policy. Done right, returns can strengthen loyalty instead of eroding it.
“When you put that into context, that’s a massive pain point… the customers came to you, they wanted what they bought, and it didn’t work.” — Jordan Bleak
With Redo’s platform:
- Brands protect margins without cutting customer service quality
- Customers enjoy a frictionless post-purchase experience
- Fraud is reduced via smarter tracking and automation
The Future of Returns at Redo
As part of Redo’s full post-purchase suite—including warranties, order tracking, and exchanges—the returns platform is evolving with advanced analytics, fraud prevention, and AI-powered automation.
The goal: help brands transform returns from a cost center into a competitive advantage.
🎥 Watch the Full Interview: https://youtu.be/UueK2iAjx9A
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