If you make it easy for people to shop online, then shop they will. And then they will come back to return between 25 and 35 percent of sales, versus approximately eight to nine percent of sales in traditional brick and mortar stores. In this session the executive director of the Reverse Logistics Association, will discuss the growing volume of omnichannel returns, logistics and customer service issues, and the effects of e-commerce and the IoT. Presented at the 2019 ASCM Conference--Las Vegas, Nevada.