What Changed
Retailers processed $706B in customer returns in 2025.
About 14.2% of those returns, roughly $100B, are considered preventable loss tied to fraud and abusive return behavior.
In-store returns account for 81% of all product returns across retail.
Omnichannel behavior is driving complexity. 29% of returns are items bought online and returned in store, often referred to as BORIS returns.
Processing returns is expensive. Retailers lose roughly 30% of an item’s value when it goes through the return process.
Why It Matters
Returns are quietly becoming one of the largest margin drains in retail. The problem is not limited to fraud. Operational inefficiencies, inconsistent return policies, and omnichannel behavior create massive cost exposure.
In-store returns place the largest burden on retailers because stores must process inventory that may not belong to that location or even that sales channel. This adds labor, logistics costs, and inventory distortions.
The growth of BORIS returns is especially challenging because many retailers still operate with disconnected systems. When online and in store return data is not unified, abusive behavior and fraud can move between channels without being detected.
Retailers that unify return data across online, store, and customer service systems are better positioned to detect patterns, prevent abuse, and protect margin while maintaining a good customer experience.
What Is Not Changing
Convenient return policies remain a major driver of customer purchase decisions. Many shoppers choose retailers based on the ease of returns.
Retailers must continue balancing customer experience with margin protection, which requires smarter return policies rather than blanket restrictions.
Costco Leans Into Digital Personalization to Drive Member Engagement and Sales
Costco is expanding its digital personalization capabilities as part of a broader push to increase member engagement and drive sales growth. The retailer is using customer data to tailor digital experiences across its website, email communications, and mobile channels.

What Changed
Costco is increasing investment in digital personalization tools to better tailor promotions and product recommendations to members.
The retailer is using purchase history and behavioral data to deliver more targeted marketing and merchandising online.
Leadership indicated that personalized messaging and offers are helping improve engagement and repeat purchasing among members.
The effort is part of Costco’s broader digital strategy as the company continues growing its eCommerce and digital membership interactions.
Why It Matters
Retailers that historically relied on in-store experiences are now investing heavily in digital personalization to strengthen customer relationships. Costco’s move signals that even membership-driven warehouse models are embracing data-driven marketing.
Personalization helps retailers increase basket size, drive repeat purchases, and improve marketing efficiency by delivering relevant offers to the right customers.
As retailers collect more first-party data through memberships and loyalty programs, the ability to activate that data through personalized experiences is becoming a competitive advantage.
What Is Not Changing
Costco’s core value proposition still centers on limited assortments, strong pricing, and member loyalty.
Digital personalization is designed to enhance the member experience rather than replace Costco’s warehouse driven retail model.
Retail Brands Face Five Structural Challenges After the Pandemic Boom
Retailers are entering a new phase after the surge in demand during the pandemic years. SupplyChainBrain outlines five major challenges brands now face as consumer behavior stabilizes and operational pressures increase across supply chains.

What Changed
Consumer demand has normalized after the pandemic surge, forcing retailers to adjust forecasting and inventory strategies.
Many brands are carrying excess inventory due to earlier over-ordering during supply chain disruptions.
Retail margins are tightening as logistics, labor, and sourcing costs remain elevated.
Consumer expectations around delivery speed and product availability remain high even as retailers work to reduce costs.
Retailers are investing more heavily in supply chain visibility and automation to improve forecasting and operational efficiency.
Why It Matters
The pandemic created a temporary surge in demand that masked structural inefficiencies across retail supply chains. Now that growth has stabilized, those inefficiencies are becoming visible.
Brands that overbuilt inventory pipelines or expanded too quickly are now dealing with margin pressure, excess stock, and slower demand cycles.
At the same time, consumer expectations have permanently shifted. Faster shipping, consistent product availability, and seamless omnichannel experiences are now baseline expectations rather than differentiators.
Retailers that can align forecasting, inventory management, and logistics operations with real demand signals will have a clear advantage as the market stabilizes.
What Is Not Changing
Retail remains a margin-sensitive business where inventory management and operational efficiency determine profitability.
Customer expectations around convenience, fast delivery, and product availability will remain elevated even as demand growth moderates.
What to Do Now
Monitor closely.
Retail brands should focus on improving demand forecasting, tightening inventory management, and investing in supply chain visibility tools that provide real-time operational insights.
Operational discipline will become more important than growth at any cost as the retail environment continues to normalize.
AI, Omnichannel Execution, and Emerging Channels are Separating Top Marketers from the Rest
A new report from StackAdapt outlines how programmatic advertising is evolving in 2026. The research analyzed insights from hundreds of senior marketers and thousands of advertisers, highlighting how AI adoption, connected media strategies, and unified marketing technology stacks are driving stronger performance.
What Changed
75% of marketers expect their marketing budgets to increase, while 84% report stronger year over year performance.
Multi-channel campaigns generate 47% higher click-through rates compared with single-channel campaigns.
Two thirds of marketers say siloed advertising execution wastes up to 30% of programmatic advertising budgets.
Advertisers using AI-powered targeting or first-party data report roughly 2X higher return on ad spend compared with traditional targeting approaches.
Video and motion-based creative production increased 59% year over year as AI tools accelerate content development.
Why It Matters
The report highlights a growing divide between high-performing marketing teams and those still operating with fragmented systems. The strongest performers are unifying channels, consolidating technology, and embedding AI directly into campaign execution.
Disconnected marketing stacks create inefficiencies that waste budget and make performance harder to measure. When campaigns run separately across search, display, social, and video, teams struggle to optimize holistically.
At the same time, AI is shifting from experimentation into practical use cases such as creative generation, predictive optimization, and audience modeling. These tools allow marketing teams to scale campaigns and creative production without dramatically increasing headcount.
What Is Not Changing
Strong first-party data and measurement frameworks remain the foundation of successful programmatic advertising.
Most brands continue to operate across multiple channels, but true omnichannel orchestration remains difficult because many teams lack the operational infrastructure to coordinate messaging and measurement across platforms.
What to Do Now
Light prep recommended.
Marketing teams should focus on connecting creative, data, and media workflows rather than adding more tools. Consolidating overlapping marketing technology and prioritizing coordinated cross-channel campaigns can reduce wasted spend and improve results.
Testing emerging channels such as connected TV, digital out of home, and programmatic direct mail may also create new full-funnel growth opportunities.
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