Returns are a big deal in retail, and getting them right can make or break customer loyalty. According to recent reports, nearly 17 percent of all retail sales were returned in 2024, and shoppers are clear: a frustrating returns experience is a dealbreaker. That’s why clear policies, tech-driven processes, and kind, nonjudgmental service are more important than ever. Caroline Koleszar '25, Consumer Behavior & Marketplace Studies alum, shared Gen Z’s perspective in a Hardware Retailing article: 👉 Returns should be simple, transparent and judgment-free 👉 Policies need to be clearly posted online and in-store 👉 Digital receipts are a must “Being kind, courteous, and nonjudgmental is most helpful when processing a return,” Koleszar says. Advice every retailer should take to heart. Koleszar was one of three University of Wisconsin-Madison students who attended the North American Hardware and Paint Assoication's Foundations of Merchandising Live! program at the National Hardware Show ...