The Digital Event for Customer Experience, Reverse Logistics, and Loss Prevention Professionals

April 27 - 28, 2021 | Online

Enhancing the Customer Experience for a more Equitable Returns Process 

With over a year of adjusting and pivoting to address the COVID-19 pandemic, the Consumer Returns Virtual Event is dedicated to bringing together brands from across the spectrum to address key pain points, success stories and necessary adaptations within reverse logistics, crisis risk mitigation and CX.
Consumers are developing new, and perhaps lasting habits, driving greater online shopping and increasingly larger volumes of returns. While many retailers are easing returns policies and windows, reverse logistics processes are required to operate in a complex field with constantly changing environment, signaling a future where they must meet consumers’ expectations for greater value from returns.
As consumers increasingly perceive returns as part of the customer experience, the Consumer Returns Virtual Event will not only address the logistics, operations and policies in returns, but will dig deep into returns mitigation, cross-brand partnerships, marketing and changing perceived value of returned goods.

New Insights, Instant Takeaways

A Head Start Against Your Competition

Insider secrets, first-hand examples and intel await as our speakers talk about how reverse logistics can properly function in the new retail economy.

Trusted Content For The Industry, By The Industry

We’ve brought the customer experience community together for 10+ years. Now it’s time for us to get together under one virtual roof and share collective strategies.

Interact Live – Just Like At One Of Our Conferences

Live chat, virtual Q&A, and more encourage involvement (almost like our conferences). Ask questions, jot down notes, and get ready to implement takeaways.

Consumer Returns Virtual Event Agenda


  • 11:40 am - 11:45 am

    11:40 am - 11:45 am

  • 11:45 am - 12:00 pm

    11:45 am - 12:00 pm

  • 12:00 pm - 12:30 pm

    12:00 pm - 12:30 pm

    Discussing the frequent introduction of new mobile phones, and the opportunities that lays within for the sale of older generation, and refurbishing trade-ins.

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  • 12:30 pm - 12:50 pm

    12:30 pm - 12:50 pm

     Addressing second market changing demands and maximizing profitability of returned goods through leveraging return data to improve product and process design and meet your customers changing demands and expectations.

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  • 12:50 pm - 1:15 pm

    12:50 pm - 1:15 pm

     Using reverse logistics as a strategic tool to differentiate yourself from competition, and leveraging return data to improve product and process design and meet your customers changing demands and expectations.

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  • 1:15 pm - 1:30 pm

    1:15 pm - 1:30 pm

     Drop your information in our virtual jar, for the chance to support a cause of your choosing.

    How do we play? Submit your business card to our team, and we will pull two cards at a time and connect you with one other person via email.

    Were you a good match? Let us know and we will chip in the price of a lottery ticket into the bucket, and add your name to the poll.

    Stick around for our second break and live name draw – if you are the winner, we will donate the total amount in your name to an organization of your choice.

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  • 1:30 pm - 1:50 pm

    1:30 pm - 1:50 pm

    Addressing the department’s procurement priorities - discussing refurbished products for cost efficiency and evaluating recycling vs. reselling of its prior equipment.


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  • 1:50 pm - 2:15 pm

    1:50 pm - 2:15 pm

    Discussing key return reasons across ecommerce and providing pathways and solutions to minimize returns.

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  • 2:15 pm - 2:45 pm

    2:15 pm - 2:45 pm

      5 Vendors, 4 Topics and an open platform to discuss the latest issues across processing claims, automation, and return shipping and handling.

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  • 2:45 pm - 3:00 pm

    2:45 pm - 3:00 pm

  • 3:00 pm - 3:20 pm

    3:00 pm - 3:20 pm


  • 3:20 pm - 3:40 pm

    3:20 pm - 3:40 pm

    Discussing differences in return prevention, and where to draw the line of providing first class customer service without losing profitability.

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  • 3:20 pm - 3:40 pm

    3:20 pm - 3:40 pm

    Discussing creating value, and winning consumer confidence in purchasing returned and refurbished products.

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  • 3:40 pm - 4:00 pm

    3:40 pm - 4:00 pm

    How the past year changed consumer behavior across the industry, how did it affect returns and returns logistics, and what are the lessons learned so far.

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  • 4:00 pm - 4:00 pm

    4:00 pm - 4:00 pm

All of the Major Players in One Place

The Consumer Returns Community
No matter your size or focus, Consumer Returns is designed for those that want to build a winning people strategy. 
Our unique community is the perfect balance of quality and quantity.

Word on the Street


“I really enjoyed eTail Europe. Very useful content from the speakers, some of which we have already translated into action within our business and given us food for thought in developing future strategies for our Omnichannel journey.”

Michael Durbridge, CEO
Andrew Martin


"Very valuable event with insightful presentations. The event was very well organized with a lot of opportunities to learn."

Nick Mottet
  Principal Product Manager


"Good to hear from like-minded folks in the industry and see some new solutions out there!"

Parthlv Patel
 Senior Manager, Device Quality
Verizon Wireless


"It was a fantastic opportunity to discuss issues stemming from the increasing complexity of today's retail landscape."

Peter Birt
Service Vendor Relations Manager
Best Buy Canada

Let’s Connect & Create A Custom Experience


Hi, I'm James, the Sponsorship Director for the Consumer Returns Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for reverse logistics executives. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.