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From Processing to Prevention: The Critical Topic of Returns Management with Tom Enright of Gartner

In this insightful episode from the Gartner Supply Chain Symposium 2025, Scott Luton of Supply Chain Now sits down with Tom Enright, Vice President of Retail Supply Chain at Gartner. The two dive into one of the most overlooked yet critical areas in retail logistics: returns management. Tom explains why the industry must shift from simply processing returns to preventing them—and how analytics and tech can help.

They also tackle major challenges like:

  • The rise in returns fraud and how to fight it
  • Why most companies still don’t have dedicated leaders managing returns
  • How better returns strategies can boost secondhand sales and reduce waste
  • What consumer expectations really are when it comes to e-commerce shipping
  • The growing power of marketplaces in shaping retail dynamics

Plus, Tom shares his love for golf and offers advice on navigating today’s complex supply chain landscape. Don’t miss this must-watch conversation for anyone in retail, logistics, or supply chain leadership.

 

This episode is hosted by Scott Luton, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton.

 

Additional Links & Resources

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