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.

Additional Links & Resources:

Connect with Tom: https://www.linkedin.com/in/tomenright/
Learn more about Gartner: https://www.gartner.com/en
Watch our other interviews from Gartner Supply Chain Symposium 2025: https://supplychainnow.com/gartner-2025
Learn more about Supply Chain Now: https://supplychainnow.com
Watch and listen to more Supply Chain Now episodes here: https://supplychainnow.com/program/supply-chain-now
Subscribe to Supply Chain Now on your favorite platform: https://supplychainnow.com/join
Work with us! Download Supply Chain Now’s NEW Media Kit: https://bit.ly/3XH6OVk
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This episode is hosted by Scott Luton and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/processing-prevention-critical-topic-returns-management-gartner-1457

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