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…

Data visibility can reshape procurement and supply chain management. In this episode, hosts Scott W. Luton and Allison Giddens are joined by Ashley Greuel and Jeff Gillmer from OMNIA Partners to explore the critical importance of spend visibility for business leaders navigating the complexities of 2024. Tune in for practical insights on leveraging data integration and automation to minimize manual errors and maximize organizational impact. Learn about the strategic role of group purchasing organizations (GPOs) in complementing procurement efforts and uncovering cost-saving opportunities, especially for smaller businesses. With a blend of expert advice, future trends in AI and machine learning, and lighthearted banter, this episode provides actionable steps and encourages a community-driven approach to embracing technological advancements in the supply chain sector. This engaging conversation not only highlights current challenges but also offers a roadmap for aligning teams toward common goals and thriving amidst global uncertainties.