Retailers are making returns harder. A carpet seller taught me why that's a mistake | Gene Marks
News Source
β’Sun, 04 Oct 2026 14:00:30 GMT
π° What Happened
Columnist Gene Marks says many retailers are making product returns harder. But he learned a different lesson from Jerry Crawford, a carpet seller who kept a special reserve of money for returns. A reserve is money set aside for future costs. Jerry said returns are 'a part of every business', so he funded a reserve to cover them.
Marks says many small businesses still fail to plan for this cost. Big firms like Amazon make returns easy instead. Jerry made returns simple for customers even though it cost him money.
π The Backstory
Marks worked as an accountant for over 30 years. He learned many business lessons from people smarter than him, including Jerry, who has since passed away. Jerry sold carpets wholesale from a small building in south Jersey with about 50 staff.
Some businesses reserve money for bad debts or old inventory. Jerry reserved money for returns. Making returns easy can keep customers loyal, while strict rules can push them to shop elsewhere. That is the lesson Marks wants small firms to learn.
π― Why It Matters
If a shop makes returns hard, you may be stuck with something you do not want. Good return policies protect buyers and can keep shoppers coming back.
Columnist Gene Marks says many retailers are making product returns harder. But he learned a different lesson from Jerry Crawford, a carpet seller who kept a special reserve of money for returns. A reserve is money set aside for future costs. Jerry said returns are 'a part of every business', so he funded a reserve to cover them.
Marks says many small businesses still fail to plan for this cost. Big firms like Amazon make returns easy instead. Jerry made returns simple for customers even though it cost him money.
Marks worked as an accountant for over 30 years. He learned many business lessons from people smarter than him, including Jerry, who has since passed away. Jerry sold carpets wholesale from a small building in south Jersey with about 50 staff.
Some businesses reserve money for bad debts or old inventory. Jerry reserved money for returns. Making returns easy can keep customers loyal, while strict rules can push them to shop elsewhere. That is the lesson Marks wants small firms to learn.
If a shop makes returns hard, you may be stuck with something you do not want. Good return policies protect buyers and can keep shoppers coming back.