Issue 6 2021

4 CEO MONTHLY / ISSUE 6 2021 Retailers risk losing loyal customers if they get returns wrong, Klarna warns • NewKlarna research reveals emerging shopping trends as expectations of returns soar and patience wanes • Eight in ten (82%) consumers say retailers need to improve their returns capabilities • Slow refund processes cited as the most frustrating element of returning items bought online, according to 36%of consumers