In this episode of Supply Chain Now, Scott Luton and special guest host Claudia Freed, President & CEO of EALGreen, welcome Chuck Johnston, Chief Strategy Officer at ReturnPro, for a deep dive into the “dark side” of supply chain: reverse logistics and returns management. They unpack why returns are a nearly trillion-dollar challenge in the U.S., how BORIS (buy online, return in store) strains store operations, and why many retailers still under-invest: leaders often can’t see the full cost across functions or make the ROI case for what’s treated as a cost center. Chuck shares how the space has evolved from yellow notepads to data-driven decisioning, highlighting intelligent algorithms that route items at the customer’s first return click, fraud mitigation with imaging and behavior signals, and how third-party innovation is compressing software build times. Claudia adds a nonprofit and circularity lens: donation channels, extended tax credits, and AI pilots (computer vision + MCP agents) that identify item condition and slotting in real time. Together, they explore where to start, why cross-functional “ambassadors” matter, and how partnerships across retailers, manufacturers, nonprofits, and 3PLs can turn returns from margin erosion into measurable value and social impact.   This episode is hosted by…

Sam Horn is on a mission to help people create quality communications that add value for all involved. Are you ready to join her and embrace positive change? In the second part of a dynamic two-part interview on Logistics with Purpose, hosts Enrique Alvarez and Kristi Porter are joined by the captivating Sam Horn- a keynote speaker, bestselling author, and leadership coach. Listen in as Sam shares her personal journey that underscores the importance of genuine experiences and connections, both personally and professionally, the power of storytelling, and how it can enhance communication, pitch ideas effectively, and even serve as a valuable tool in marketing products and services, and also a cautionary note on the use of artificial intelligence, emphasizing the need for balance to avoid losing the essence of human identity and creativity in the face of technological advancement.