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Quote: The difficulty and expense of returning items is the second-biggest obstacle to shopping online, and 81% of online consumers say they are more likely to buy from e-retailers with flexible return policies, according to a study conducted for UPS by Forrester Consulting, a unit of Forrester Research Inc.

“An inflexible or stringent returns policy can be an obstacle to growth, particularly as those consumers most likely to return items also tend to be the most active online buyers,” Forrester says in the study, “Crafting a Returns Policy that Creates a Competitive Advantage Online.” ...