{"id":2788,"date":"2026-02-24T08:08:08","date_gmt":"2026-02-24T11:08:08","guid":{"rendered":"https:\/\/suricata.la\/the-blind-spot-of-retail-returns\/"},"modified":"2026-02-25T03:01:19","modified_gmt":"2026-02-25T06:01:19","slug":"the-blind-spot-of-retail-returns","status":"publish","type":"post","link":"https:\/\/suricata.la\/en\/the-blind-spot-of-retail-returns\/","title":{"rendered":"The blind spot of returns in retail"},"content":{"rendered":"<h2>Table of Contents<\/h2>\n<ul>\n<li><a href=\"#las-devoluciones-inaccesibles-afectan-a-clientes-con-discapacidades\">1. Inaccessible returns affect customers with disabilities<\/a>\n<\/li>\n<li><a href=\"#la-magnitud-de-las-devoluciones-en-el-comercio-minorista\">2. The scale of returns in retail<\/a>\n<\/li>\n<li><a href=\"#desafios-de-accesibilidad-en-el-proceso-de-devoluciones\">3. Accessibility challenges in the returns process<\/a>\n<ul>\n<li><a href=\"#barreras-comunes-en-los-portales-de-devoluciones\">3.1 Common barriers in returns portals<\/a><\/li>\n<li><a href=\"#impacto-en-clientes-con-discapacidades\">3.2 Impact on customers with disabilities<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#la-desconexion-entre-la-compra-y-la-devolucion\">4. The disconnect between purchase and return<\/a>\n<\/li>\n<li><a href=\"#importancia-de-la-auditoria-de-accesibilidad-post-compra\">5. Importance of the post-purchase accessibility audit<\/a>\n<\/li>\n<li><a href=\"#consecuencias-de-la-falta-de-accesibilidad-en-devoluciones\">6. Consequences of the lack of accessibility in returns<\/a>\n<ul>\n<li><a href=\"#efectos-en-la-lealtad-del-cliente\">6.1 Effects on customer loyalty<\/a><\/li>\n<li><a href=\"#reputacion-en-la-comunidad-de-personas-con-discapacidades\">6.2 Reputation in the disability community<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#mejoras-necesarias-en-los-flujos-de-devolucion\">7. Necessary improvements in return flows<\/a>\n<\/li>\n<li><a href=\"#el-caso-de-negocio-para-devoluciones-accesibles\">8. The business case for accessible returns<\/a>\n<\/li>\n<li><a href=\"#la-importancia-de-la-accesibilidad-en-el-comercio-minorista\">9. The importance of accessibility in retail<\/a>\n<ul>\n<li><a href=\"#desafios-en-el-proceso-de-devolucion\">9.1 Challenges in the returns process<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div class=\"ai-article\">\n<h2 id=\"las-devoluciones-inaccesibles-afectan-a-clientes-con-discapacidades\">Inaccessible returns affect customers with disabilities<\/h2>\n<blockquote>\n<p><strong>Returns and accessibility in ecommerce<\/strong><br \/>\n&#8211; In 2024, U.S. retailers processed <strong>$890 billion<\/strong> in returns, equivalent to <strong>16.9%<\/strong> of annual sales (NRF).<br \/>\n&#8211; The accessibility gap is structural: <strong>94%<\/strong> of the world\u2019s largest ecommerce sites <strong>do not meet basic accessibility requirements<\/strong> (Baymard Institute).<br \/>\n&#8211; For the <strong>1.3 billion adults<\/strong> worldwide living with a disability, an inaccessible return is not a \u201cdetail\u201d: it can force phone calls, store visits, or abandonment of the process.<\/p>\n<\/blockquote>\n<ul>\n<li>Returns are a massive phenomenon: in 2024, U.S. retailers processed <strong>$890 billion<\/strong> in returns, equivalent to <strong>16.9%<\/strong> of annual sales (NRF).<\/li>\n<li>While checkout is often audited, post-purchase flows\u2014return portals, forms, labels, tracking\u2014fall off the radar.<\/li>\n<li>The gap is wide: <strong>94%<\/strong> of the world\u2019s largest ecommerce sites <strong>do not meet basic accessibility requirements<\/strong> (Baymard Institute).<\/li>\n<li>For customers with disabilities, a \u201csimple\u201d return may require phone calls, store visits, or abandonment, with a direct impact on revenue and reputation.<\/li>\n<\/ul>\n<blockquote>\n<p>Figures and findings cited in this article come from the National Retail Federation (NRF) and research by the Baymard Institute, as indicated in each section.<\/p>\n<\/blockquote>\n<h2 id=\"la-magnitud-de-las-devoluciones-en-el-comercio-minorista\">The scale of returns in retail<\/h2>\n<blockquote>\n<p><strong>Operational impact of returns<\/strong><br \/>\n&#8211; <strong>What \u201c16.9%\u201d means in practice:<\/strong> it\u2019s not an anomaly; it implies that a meaningful portion of annual volume \u201creturns\u201d to the system (logistics, refunds, inventory, support) and competes for resources with sales.<br \/>\n&#8211; <strong>Why the holiday peak matters:<\/strong> after high-volume campaigns, January concentrates returns and exchanges, increasing the load on portals, label generation, tracking, and customer service.<br \/>\n&#8211; <strong>Operational takeaway:<\/strong> if checkout is the first critical moment, the return is the second; when it fails, the cost is paid in contacts, time, and trust.<\/p>\n<\/blockquote>\n<p>Returns are no longer an operational detail: they are a structural part of the retail business. The <strong>National Retail Federation (NRF)<\/strong> estimates that in <strong>2024<\/strong> U.S. retailers handled <strong>$890 billion<\/strong> in returned merchandise. During the holiday season, the percentage is usually even higher,<\/p>\n<p>raising the pressure on systems, customer service, and logistics.<\/p>\n<p>In that context, the returns process becomes a second \u201cmoment of truth\u201d for the customer experience. <\/p>\n<h2 id=\"desafios-de-accesibilidad-en-el-proceso-de-devoluciones\">Accessibility challenges in the returns process<\/h2>\n<blockquote>\n<p><strong>Frictionless returns accessibility<\/strong><br \/>\nQuick checklist to spot typical blockers in returns (if you check 2+ boxes, there\u2019s a real risk of abandonment):<br \/>\n&#8211; [ ] Do the form <strong>fields<\/strong> have <strong>labels<\/strong> (not just placeholders) and are they announced properly by a screen reader?<br \/>\n&#8211; [ ] Can the entire flow be completed <strong>using only the keyboard<\/strong> (tab\/shift+tab\/enter\/space) without \u201ctrapping\u201d focus?<br \/>\n&#8211; [ ] Do <strong>dropdowns, calendars, and selectors<\/strong> work with the keyboard and expose state\/errors accessibly?<br \/>\n&#8211; [ ] Do the <strong>return label<\/strong> and instructions not depend on an <strong>image<\/strong> without a text alternative?<br \/>\n&#8211; [ ] Is the support <strong>chat\/widget<\/strong> usable with a screen reader and does it not interrupt navigation?<br \/>\n&#8211; [ ] Are the <strong>PDFs<\/strong> (labels, receipts, instructions) readable with assistive technologies and do they not break when zoomed?<br \/>\n&#8211; [ ] Do <strong>error<\/strong> messages explain what happened and how to fix it, and are they associated with the correct field?<\/p>\n<\/blockquote>\n<p>Accessibility is usually focused where it\u2019s measured most: the purchase funnel. Product pages, cart, and checkout are reviewed. But when January arrives\u2014and with it the peak in returns\u2014many customers discover that the way back is full of obstacles.<\/p>\n<h3 id=\"barreras-comunes-en-los-portales-de-devoluciones\">Common barriers in returns portals<\/h3>\n<p>Failures repeat with familiar patterns in post-purchase experiences:<\/p>\n<ul>\n<li><strong>Form fields without labels<\/strong> or unclear instructions, which make use with screen readers difficult.<\/li>\n<li><strong>Dropdown menus and controls<\/strong> that don\u2019t work properly with the <strong>keyboard<\/strong>, blocking those who don\u2019t use a mouse.<\/li>\n<li><strong>Image-based return labels<\/strong> without text alternatives, or flows that depend on visual elements.<\/li>\n<li><strong>Chat widgets<\/strong> embedded in returns pages that are not compatible with screen readers.<\/li>\n<li><strong>Label PDFs or documents<\/strong> generated by tools that produce <strong>inaccessible<\/strong> files, turning \u201cprint the label\u201d into a barrier.<\/li>\n<\/ul>\n<p>The result is that tasks others solve in minutes\u2014starting a return, choosing a method, downloading a label, tracking the status\u2014become a labyrinth.<\/p>\n<h3 id=\"impacto-en-clientes-con-discapacidades\">Impact on customers with disabilities<\/h3>\n<p>For the <strong>1.3 billion ofadults<\/strong> living with some disability worldwide, these frictions are not marginal: they turn routine management into an experience of frustration and wasted time.<\/p>\n<p>When the digital channel fails, the alternative is usually worse: <strong>calling overloaded<\/strong> customer service lines or <strong>traveling to a store<\/strong> to solve what should be self-service. In practice, an unequal experience is created: ecommerce is accessible for buying, but not for undoing the purchase.<\/p>\n<h2 id=\"la-desconexion-entre-la-compra-y-la-devolucion\">The disconnect between purchase and return<\/h2>\n<blockquote>\n<p><strong>Causes of the End-to-End Break<\/strong><br \/>\nFramework to find the root cause of the \u201cbreak\u201d between checkout and returns (4 fronts that usually break continuity):<br \/>\n&#8211; <strong>People (teams):<\/strong> purchase and post-purchase have different owners; no one \u201cowns\u201d end-to-end accessibility.<br \/>\n&#8211; <strong>Process (QA and releases):<\/strong> the purchase funnel is thoroughly tested, but returns are left off the release checklist.<br \/>\n&#8211; <strong>Technology (stacks):<\/strong> the returns portal and PDF\/label generation use different components than checkout.<br \/>\n&#8211; <strong>Vendors (third parties):<\/strong> chat, portals, PDFs, or logistics are integrated as external modules and don\u2019t always get included in accessibility testing.<br \/>\nPractical signal: if the flow depends on 2+ systems\/vendors, assume accessibility can degrade \u201cat the seams\u201d.<\/p>\n<\/blockquote>\n<p>The \u201cblind spot\u201d appears for an organizational and technological reason: post-purchase flows are often built separately. Returns portals, order status pages, refund requests, or exchanges may be:<\/p>\n<ul>\n<li>developed by <strong>different teams<\/strong>,<\/li>\n<li>built on <strong>different technologies<\/strong>,<\/li>\n<li>integrated with external providers,<\/li>\n<li>and, crucially, <strong>out of scope<\/strong> of pre-launch accessibility testing.<\/li>\n<\/ul>\n<p>This is how continuity breaks: a customer can complete an accessible checkout and, immediately afterward, run into a returns portal they can\u2019t operate. It\u2019s not just a bad experience; it\u2019s a brand contradiction.<\/p>\n<h2 id=\"importancia-de-la-auditoria-de-accesibilidad-post-compra\">Importance of the post-purchase accessibility audit<\/h2>\n<blockquote>\n<p><strong>Quick Post-Purchase Audit<\/strong><br \/>\nMini post-purchase audit process (fast, repeatable, and aimed at finding real blockers):<br \/>\n1) <strong>Define the scope<\/strong>: return, exchange, refund, order status, label\/PDF download, and contacting support.<br \/>\n2) <strong>Go through the flow as a user<\/strong>: start a return from start to finish (include intentional errors to see validations).<br \/>\n3) <strong>Test with the keyboard<\/strong>: complete each step without a mouse; verify visible focus, logical order, and\n<\/p>\n<\/blockquote>\n<p>absence of \u201ctraps\u201d.<br \/>\n4) <strong>Test with a screen reader<\/strong>: review labels, instructions, states (success\/error), and complex controls (dropdowns, calendars).<br \/>\n5) <strong>Review documents<\/strong>: open\/print the label or PDF and confirm that the content is readable and navigable with assistive technologies.<br \/>\n6) <strong>Validate integrations<\/strong>: chat\/widget, tracking, callbacks, and any external provider within the flow.<br \/>\n7) <strong>Close with prioritization<\/strong>: classify findings as \u201cblocks the return\u201d vs. \u201cdegrades the experience,\u201d and assign an owner and date.<\/p>\n<\/blockquote>\n<p>The evidence suggests that the problem is not a lack of standards, but a lack of focus. According to cited research from the <strong>Baymard Institute<\/strong>, many of the world\u2019s largest ecommerce sites fail basic accessibility requirements. If that happens in the main \u201cstorefront,\u201d the risk multiplies in less visible areas such as returns and refunds.<\/p>\n<p>Auditing post-purchase accessibility means looking at the entire journey, not just the moment of payment:<\/p>\n<ul>\n<li>returns and exchanges portals,<\/li>\n<li>refund forms,<\/li>\n<li>label download and reading,<\/li>\n<li>status tracking,<\/li>\n<li>communication and support,<\/li>\n<li>and error handling and validations.<\/li>\n<\/ul>\n<p>In other words: accessibility must accompany the customer even when something goes wrong or when they change their mind.<\/p>\n<p>Bob Farrell, <strong>VP of Solutions Delivery and Accessibility at Applause<\/strong>, has pointed out (from his work in <strong>accessibility testing and quality assurance<\/strong>) that these post-purchase flows often get left out of pre-launch testing, despite being critical to the complete experience.<\/p>\n<h2 id=\"consecuencias-de-la-falta-de-accesibilidad-en-devoluciones\">Consequences of the lack of accessibility in returns<\/h2>\n<div class=\"cc-table-wrap\" style=\"overflow-x:auto;max-width:100%;-webkit-overflow-scrolling:touch\">\n<table class=\"cc-table\" style=\"width:100% !important;max-width:100% !important;min-width:540px;table-layout:auto !important;white-space:normal !important;word-break:normal;overflow-wrap:anywhere;hyphens:auto\">\n<thead>\n<tr>\n<th>Barrier in returns<\/th>\n<th>What happens in practice<\/th>\n<th>Typical impact on business\/CX<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Forms without labels \/ ambiguous instructions<\/td>\n<td>The user can\u2019t complete the data or realizes too late what\u2019s missing<\/td>\n<td>More support contacts, more time per case, self-service abandonment<\/td>\n<\/tr>\n<tr>\n<td>Components not operable by keyboard<\/td>\n<td>The flow \u201cgets stuck\u201d at a step (can\u2019t select, proceed, or confirm)<\/td>\n<td>Incomplete returns, frustration, loss of trust<\/td>\n<\/tr>\n<tr>\n<td>Labels\/instructions based on images<\/td>\n<td>The label can\u2019t be read or verified without help<\/td>\n<td>Dependence on third parties, errors ofshipping, more incidents<\/td>\n<\/tr>\n<tr>\n<td>Incompatible chat\/widget<\/td>\n<td>The \u201cquick\u201d help channel doesn\u2019t work for those who need it most<\/td>\n<td>Escalation to calls\/store, agent overload<\/td>\n<\/tr>\n<tr>\n<td>Inaccessible PDFs<\/td>\n<td>\u201cPrint\/download\u201d becomes a dead end<\/td>\n<td>Delays, failed returns, more recontacts<\/td>\n<\/tr>\n<tr>\n<td>Unclear errors or not associated with the field<\/td>\n<td>Attempts are repeated without understanding why<\/td>\n<td>Abandonment, perception of a \u201cdifficult\u201d brand<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>Inaccessibility in returns is not an isolated \u201ctechnical\u201d problem. It\u2019s a leak of revenue and trust that happens after checkout, when many companies let their guard down.<\/p>\n<h3 id=\"efectos-en-la-lealtad-del-cliente\">Effects on customer loyalty<\/h3>\n<p>When a customer can\u2019t return autonomously, the emotional and time cost translates into future purchasing decisions. The article cites a key data point: <strong>54%<\/strong> of consumers with disabilities are <strong>more likely to buy<\/strong> from companies that adopt inclusive values. The relationship is direct: perceived accessibility = trust = repeat purchases.<\/p>\n<p>Conversely, an inaccessible return can turn a successful purchase into the last order.<\/p>\n<h3 id=\"reputacion-en-la-comunidad-de-personas-con-discapacidades\">Reputation in the disability community<\/h3>\n<p>Reputation travels fast, especially in connected communities. Negative experiences\u2014and positive ones too\u2014are shared. When a brand forces someone to \u201cmake a call\u201d or \u201cgo to the store\u201d to complete a return, the implicit message is clear: digital self-service isn\u2019t designed for everyone.<\/p>\n<p>That reputational impact isn\u2019t limited to one segment: many accessibility improvements benefit mobile users, older people, multitasking customers, or anyone facing confusing forms and poorly explained errors.<\/p>\n<h2 id=\"mejoras-necesarias-en-los-flujos-de-devolucion\">Necessary improvements in return flows<\/h2>\n<blockquote>\n<p><strong>Gradual improvement of the returns flow<\/strong><br \/>\nPhased plan to improve returns without \u201credoing everything\u201d:<br \/>\n&#8211; <strong>Phase 1 (quick wins, 1\u20133 sprints):<\/strong><br \/>\n  &#8211; Fix <strong>field labels<\/strong>, instructions, and reading order.<br \/>\n  &#8211; Ensure <strong>keyboard navigation<\/strong> (including visible focus) at each step.<br \/>\n  &#8211; Improve <strong>error messages<\/strong> (clear, actionable, and associated with the field).<br \/>\n  &#8211; Add <strong>text alternatives<\/strong> where there is visual dependency.<br \/>\n&#8211; <strong>Phase 2 (stabilization, 1\u20132 releases):<\/strong><br \/>\n  &#8211; Review\/update problematic <strong>UI components<\/strong> (dropdowns, calendars, modals).<br \/>\n  &#8211; Validate <strong>chat and embedded support<\/strong> with assistive technologies.<br \/>\n  &#8211; Fix <strong>PDFs\/labels<\/strong> from the generating tool (not only\u201cmanual patches\u201d).<br \/>\n&#8211; <strong>Phase 3 (structural change, ongoing):<\/strong><br \/>\n  &#8211; Include post-purchase in the <strong>standard scope<\/strong> of accessibility testing before launch.<br \/>\n  &#8211; Define an end-to-end flow <strong>owner<\/strong> and fix SLAs.<br \/>\n  &#8211; Require accessibility criteria from <strong>vendors<\/strong> (portals, chat, PDFs, logistics) as part of integration.<br \/>\nSuccess checkpoint: a user can <strong>start, complete, and track<\/strong> a return without relying on a call or store.<\/p>\n<\/blockquote>\n<p>The good news is that improving accessibility in returns does not always require rebuilding systems from scratch. The most effective approach is usually incremental and based on failure points:<\/p>\n<ul>\n<li><strong>Consistent labeling and semantic structure<\/strong> in forms and flow steps.<\/li>\n<li><strong>Full keyboard navigation<\/strong> and visible focus on all interactive components.<\/li>\n<li><strong>Clear error messages<\/strong> associated with the corresponding field, with actionable instructions.<\/li>\n<li><strong>Text alternatives<\/strong> for critical visual elements (for example, labels or instructions).<\/li>\n<li><strong>Real compatibility<\/strong> of chat and embedded support with assistive technologies.<\/li>\n<li><strong>Accessible documents<\/strong> (especially PDFs) when they are part of the process.<\/li>\n<\/ul>\n<p>In addition, it is worth reviewing real-time communication barriers: systems that rely only on visual indicators or rigid timing can exclude users who interact at different paces.<\/p>\n<h2 id=\"el-caso-de-negocio-para-devoluciones-accesibles\">The business case for accessible returns<\/h2>\n<blockquote>\n<p><strong>Accessible returns, measurable impact<\/strong><br \/>\n&#8211; <strong>Measurable loyalty:<\/strong> the article cites that <strong>54%<\/strong> of consumers with disabilities are <strong>more likely to buy<\/strong> from companies with inclusive values; an accessible return protects that repeat business.<br \/>\n&#8211; <strong>Avoidable cost:<\/strong> when self-service fails, the return \u201cjumps\u201d to <strong>calls or store<\/strong>, which are usually more expensive and slower channels than a well-designed digital flow.<br \/>\n&#8211; <strong>Risk at scale:<\/strong> with <strong>$890 billion<\/strong> in returns (NRF), even small post-purchase frictions are amplified in volume, contacts, and reputation.<\/p>\n<\/blockquote>\n<p>Accessible returns are not just \u201cdoing the right thing\u201d: they are a business decision. In a market where returns represent hundreds of billions, every post-purchase friction can turn into:<\/p>\n<ul>\n<li>abandonment of future purchases,<\/li>\n<li>increased customer support costs,<\/li>\n<li>more store visits for avoidable issues,<\/li>\n<li>and loss of reputation.<\/li>\n<\/ul>\n<p>Accessibility also tends to improve the overall experience: clearer forms, navigationmore predictable and better error handling reduce friction for everyone, not just for people with disabilities.<\/p>\n<p>The message is simple: if a company invests in an accessible checkout to win customers in December, it shouldn\u2019t lose them in January because of a returns portal they can\u2019t use.<\/p>\n<h2 id=\"la-importancia-de-la-accesibilidad-en-el-comercio-minorista\">The importance of accessibility in retail<\/h2>\n<p>Accessibility doesn\u2019t end when payment is confirmed. In modern retail, the full experience includes what happens afterward: exchanges, returns, refunds, and support.<\/p>\n<h3 id=\"desafios-en-el-proceso-de-devolucion\">Challenges in the returns process<\/h3>\n<p>The main challenge is the lack of continuity: post-purchase systems built in parallel, with less testing and lower priority, create repeatable barriers\u2014forms, keyboard, chat, PDFs\u2014that block customer autonomy.<\/p>\n<h3 id=\"beneficios-de-un-enfoque-inclusivo\">Benefits of an inclusive approach<\/h3>\n<p>An inclusive approach protects revenue and brand: it improves loyalty, reduces friction and support costs, and strengthens reputation in communities that actively share their experiences. It also raises the quality of the digital product for the overall user base.<\/p>\n<h3 id=\"estrategias-para-mejorar-la-accesibilidad\">Strategies to improve accessibility<\/h3>\n<p>The most effective strategy combines auditing and execution:<\/p>\n<ul>\n<li>audit post-purchase flows with the same rigor as the checkout,<\/li>\n<li>prioritize the most frequent blocking points,<\/li>\n<li>integrate accessibility testing into releases and changes,<\/li>\n<li>and ensure that vendors and tools (chat, PDFs, portals) meet requirements from the design stage.<\/li>\n<\/ul>\n<p>In an environment where returning is part of the shopping habit, making returns accessible isn\u2019t an extra: it\u2019s a condition for not losing the customer right after having won them.<\/p>\n<p>The blind spot of returns in retail is a reminder that accessibility must also be sustained in post-purchase flows\u2014throughout the entire journey\u2014so as not to break the brand promise. From Suricata Cx\u2019s experience in automating conversational journeys with human control and operational integrations, this \u201cend-to-end\u201d perspective is what turns a returns procedure into a truly inclusive and consistent experience.<\/p>\n<p>Framed from omnichannel CX operations, the focus here is on how post-purchase friction points (forms, documents, chat, and handoffs to agents) become systemic failures when they are not tested and governed with the same rigor as the checkout.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Table of contents 1. Inaccessible returns affect customers with disabilities 2. The scale of returns in retail 3. Accessibility challenges in the returns process 3.1 Common barriers in returns portals 3.2 Impact on customers with disabilities 4. The disconnect between purchase and return 5. Importance of auditing &#8230; <\/p>\n<div><a href=\"https:\/\/suricata.la\/el-punto-ciego-de-las-devoluciones-en-el-comercio-minorista\/\" class=\"more-link\">Read More<\/a><\/div>\n","protected":false},"author":2,"featured_media":2785,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_metadesc":"","content_central_editor_notes":"","yoast_description":"","footnotes":""},"categories":[48],"tags":[1418,801,1419,1420,1417],"class_list":["post-2788","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias","tag-accessibility-challenges","tag-customer-experience","tag-disability-inclusion","tag-ecommerce-trends","tag-retail-returns"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The blind spot of returns in retail - Suricata Cx<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/suricata.la\/en\/the-blind-spot-of-retail-returns\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The blind spot of returns in retail - Suricata Cx\" \/>\n<meta property=\"og:description\" content=\"Table of contents 1. Inaccessible returns affect customers with disabilities 2. The scale of returns in retail 3. Accessibility challenges in the returns process 3.1 Common barriers in returns portals 3.2 Impact on customers with disabilities 4. The disconnect between purchase and return 5. 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