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   Daily Brew // Morning Brew // Update
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     On the big business of returning gifts...
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             November 24, 2023
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              PRESENTED BY
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                Good morning and Happy Black Friday
               </strong>
               , a day we used to celebrate by waking up at 7am and swarming a Best Buy or a Victoria’s Secret. But now, most of the cart-stuffing happens from the comfort of the couch we’ve been horizontal on since our second round of pumpkin pie.
              </p>
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               Today’s newsletter is a special Black Friday edition about the big business of
               <em>
                returns
               </em>
               . Americans send back hundreds of billions of dollars worth of items they don’t want every holiday season, forcing retailers to adjust their loose return policies and sparking the creation of a new industry: “Reverse logistics.”
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               We’ll get into all that and reveal the most bizarre things you’ve ever seen returned. It’s not pretty.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               —
               <em>
                Molly Liebergall, Cassandra Cassidy, Matty Merritt, Dave Lozo, Abby Rubenstein, Neal Freyman
               </em>
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              ECOMMERCE
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                Returning holiday gifts may be harder this year
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             Lindsey Nicholson/UCG/Universal Images Group via Getty Images
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               It’s turkey-cranberry-sandwich-for-lunch day, which means two things are about to pop off: hometown bars and holiday shopping. But you may want to read the fine print before hitting “Add to cart” with the reckless abandon of anyone going out tonight—the
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                golden age
               </a>
               of free returns is ending.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Retailers are
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                rolling back
               </a>
               the loose return policies that helped propel online shopping’s upheaval of in-person buying. An estimated 44% of retailers now charge customers a fee to ship something back, up from 33% in 2021, according to post-purchase-logistics company Narvar.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Retailers that now charge customers in some areas to send back their online purchases include American Eagle, J.Crew, Saks Fifth Avenue, H&amp;M, Zara, and
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                many more
               </a>
               .
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Why?
               </strong>
               Processing returns costs companies ~$165 million for every $1 billion of merchandise they sell, according to the National Retail Federation. The pandemic prompted people to shop remotely, with folks often buying more than they meant to keep, causing retail return rates to jump 14% from 2019 to 2022, according to Narvar.
              </p>
              <h2 style="font-family:Helvetica, Arial, sans-serif;font-size:19px;font-weight:700;color:#000;margin-top:0;margin-bottom:15px;margin-right:0;margin-left:0">
               Even Amazon is feeling it
              </h2>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               The e-commerce giant, which led the free returns movement, brought in nearly $514 billion in revenue last year and paid $84.3 billion to process returns, more than
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                twice as much
               </a>
               as it did in 2019 when the company made $280 billion, according to Statista and The Information.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Amazon now charges $1 for returns made at a UPS store when there is a closer Whole Foods, Amazon Fresh, Amazon Go, Staples, or Kohl’s—which are all free return locations.
              </p>
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               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 Incentivizing these in-store returns saves Amazon money on costly UPS shipping, but the new logistics strategy also aims to boost foot traffic and impulse purchases at partner stores.
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 That’s one reason why Staples decided to start widely accepting the e-commerce giant’s returns this summer: Amazon’s returns partnership with Kohl’s netted the department store 2 million new customers in a year.
                </span>
               </li>
              </ul>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Bottom line:
               </strong>
               Check the return policy before ordering your Black Friday/Cyber Monday haul, and for your favorite retailer’s sake, pray they’re not too strict—
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                bad return experiences
               </a>
               could jeopardize 21% of online sales this season, Forbes estimates.—
               <em>
                ML
               </em>
              </p>
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              PRESENTED BY BOSE
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                <strong>
                 Music to your gift-giving ears
                </strong>
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               Hear that? It’s not
               <em>
                just
               </em>
               the sound of sleigh bells jingling. It’s also the high-quality, immersive sound coming from Bose’s premium audio products.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Whether you’re listening to a podcast, an orchestra, or your fave playlist, treat your ears to silky sound that situates you right in your listening happy place.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               And here’s some music to your budget’s ears.
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                This Black Friday
               </a>
               , you can get the best deals on Bose’s latest premium audio products, including the new QuietComfort Ultra Earbuds and QuietComfort Ultra Headphones. Go ahead—elevate your gift-giving status to legendary.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               PS: While you’re at it, snag a Bose Smart Ultra Soundbar for a more cinematic TV-watching experience.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Press play on the perf gift.
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                Bose’s selection (and deals) await
               </a>
               .
              </p>
             </div>
            </td>
           </tr>
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         </th>
        </tr>
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              LOGISTICS
             </h3>
             <h1 style="font-family:Helvetica, Arial, sans-serif;font-size:24px;color:#333;font-weight:700;margin-bottom:0;line-height:26px;margin-top:8px">
              <a style="color:#000000!important;text-decoration:none;border-bottom:none!important;" target="_blank">
               <font color="#000000">
                The ‘reverse logistics’ industry is booming
               </font>
              </a>
             </h1>
            </td>
           </tr>
          </table>
          <a style="text-decoration:none;border:none;" target="_blank">
           <img alt="Photo of rack for returns in a distribution warehouse" class="story-header-image" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252F53a81efa981091e99276a5b0134815fdb5325c94-5839x3849.jpg%253Fw%253D668%2526q%253D70%2526auto%253Dformat/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTEwMDM1fQ:1rQP5v:i0cTXLonJ--dHg1XmOK_hSlC8ZP-OglyQC05Jr7O9TA" style="display: block; width: 100%; max-width: 670px;" width="670"/>
          </a>
          <span class="source" style="display:inline-block;padding-left:10px;margin-top:5px;margin-bottom:0px;line-height:14px">
           <small>
            <em>
             Rainer Puster/Getty Images
            </em>
           </small>
          </span>
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           <tr>
            <td style="padding:15px">
             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               As retailers crack down on returns to avoid hearing another “it was broken when I got it” excuse, some companies are counting on you to send your holiday gifts back. A “reverse logistics” industry has sprung up in recent years to take advantage of the more than $300 billion in returns Americans make every holiday season.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Reverse what?
               </strong>
               Reverse logistics—or the supply-chain processes of returns—is a little-known but rapidly growing sector of the economy that’s booming alongside the rise in online shopping that started during the pandemic.
              </p>
              <ul style="margin-top:0;padding-left:30px">
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 Venture capital firms pumped nearly $200 million into reverse logistics startups last year—over 2.5x as much as in 2021, according to
                </span>
                <span>
                 <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                  Bloomberg
                 </a>
                </span>
                <span>
                 .
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                  Loop Returns
                 </a>
                </span>
                <span>
                 , which sells software to companies looking to streamline the return process on the customer side, raised $115 million at the end of 2022.
                </span>
               </li>
              </ul>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Established companies see potential in reverse logistics as well. Last month, Uber launched a feature enabling drivers to
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                pick up
               </a>
               your packages and bring them to a returns center. Meanwhile, UPS, whose returns business has grown 25% since 2020,
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                recently acquired
               </a>
               the startup Happy Returns.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Zoom out:
               </strong>
               Historically, returns would head straight to a landfill, but today the reverse logistics industry focuses on repairing, reselling, and recycling the stuff you don’t want—so you can feel less guilty about making use of that gift receipt.
               <em>
                —CC
               </em>
              </p>
             </div>
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                </span>
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                </span>
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              CONSUMER
             </h3>
             <h1 style="font-family:Helvetica, Arial, sans-serif;font-size:24px;color:#333;font-weight:700;margin-bottom:0;line-height:26px;margin-top:8px">
              <a style="color:#000000!important;text-decoration:none;border-bottom:none!important;" target="_blank">
               <font color="#000000">
                The psychology of sending back jeans
               </font>
              </a>
             </h1>
            </td>
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           <!--[if mso]>
<img alt="Jerry trying to take Kramer’s jeans off in Seinfeld" style="display: block; width: 100%; max-width: 670px;" width="670" height=421 src="https://storage.morningbrew.com/gif/2023-11-21/image-fe738a6d4558ad2210bad5763a525121d56c15d4-306x192-gif/jeans.gif">
<![endif]-->
           <!--[if !mso]>-->
           <!-- -->
           <img alt="Jerry trying to take Kramer’s jeans off in Seinfeld" class="story-header-image" src="https://inboxflows.com/_/image/https%253A%252F%252Fstorage.morningbrew.com%252Fgif%252F2023-11-21%252Fimage-fe738a6d4558ad2210bad5763a525121d56c15d4-306x192-gif%252Fjeans.gif/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZzdG9yYWdlLm1vciIsInRpbWUiOjE3MDU1NzE2MzUuMTEwMzg1Mn0:1rQP5v:X35KtYj_HA0GykjGD7PdGlgn_VyMOaz0firjyem1pjM" style="display: block; width: 100%; max-width: 670px;" width="670"/>
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          <span class="source" style="display:inline-block;padding-left:10px;margin-top:5px;margin-bottom:0px;line-height:14px">
           <small>
            <em>
             Seinfeld/NBC
            </em>
           </small>
          </span>
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           <tr>
            <td style="padding:15px">
             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Returning a pair of jeans might feel like the most mind-numbing activity since learning a new board game. But what goes through a person’s mind as they retape the shredded mailer plays a huge role in the more than $620 billion worth of returns retailers are expecting to sort through this year.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                The money is already spent.
               </strong>
               TikTok calls it “Girl Math,” Nordstrom calls it store credit, but a Harvard Business Review study published this year says it’s really just the
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                Refund Effect
               </a>
               . Consumers are more likely to spend refunded money than a bonus or unexpected cash they found because most people see the money they receive from a return as already lost.
              </p>
              <ul style="margin-top:0;padding-left:30px">
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 The researchers recommend that if retailers want to keep that cash in their ecosystem, they have to act fast during the return process to either offer store credit or exchange the item for something else.
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 Because once the money was back on a consumer’s credit card, the stores weren’t likely to see it again (and the customer wouldn’t spend it differently from other money).
                </span>
               </li>
              </ul>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Sometimes it’s better to sit back and wait it out:
               </strong>
               A 2016
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                paper
               </a>
               from the University of Texas at Arlington and Dallas found that the more lenient a retailer’s return policy, the more likely consumers are to buy something and not return it. Companies like Zappos, REI, and Amazon locked in customer loyalty with their “we’ll take whatever, whenever” return approaches.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               But now, as you just read, these companies are quietly closing their once vast return windows. With the explosion of online ordering during the pandemic, return rates skyrocketed and still haven’t returned to pre-Covid levels.
               <em>
                —MM
               </em>
              </p>
             </div>
             <!-- SOCIAL LINKS -->
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                </span>
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              TOGETHER WITH WAYFAIR
             </h3>
            </td>
           </tr>
          </table>
          <a style="text-decoration:none;border:none;" target="_blank">
           <img alt="Wayfair" class="story-header-image" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252Fd68cd3e67c5ff24eef2a9a461e9ac58a2430abe8-1000x750.png%253Fw%253D668%2526q%253D90%2526auto%253Dformat/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTEwODY5fQ:1rQP5v:nOJIwP26oUAvZ-9y87V21F7jlwGhTPhYdcBg0WriWUc" style="display: block; width: 100%; max-width: 670px;" width="670"/>
          </a>
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            <td style="padding:15px">
             <p style="line-height:22px;margin-top:0;margin-bottom:15px">
              <strong style="color:#000">
               You have until midnight.
              </strong>
              No, your chariot won’t turn back into a pumpkin—but
              <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
               Wayfair’s Black Friday
              </a>
              deals end tonight. The sand in the hourglass is flowing on the lowest prices of the year, including 60% off tableware, 65% off living room seating, and more.
              <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
               Shop now before they’re gone
              </a>
              .
             </p>
            </td>
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      <div class="c6" style="margin-bottom:7px">
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              POLICIES
             </h3>
             <h1 style="font-family:Helvetica, Arial, sans-serif;font-size:24px;color:#333;font-weight:700;margin-bottom:0;line-height:26px;margin-top:8px">
              <a style="color:#000000!important;text-decoration:none;border-bottom:none!important;" target="_blank">
               <font color="#000000">
                Returns can be easier than you think sometimes
               </font>
              </a>
             </h1>
            </td>
           </tr>
          </table>
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           <img alt="A suit with a sign saying the store gives refunds if you lose your job" class="story-header-image" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252Fb721ad418a1ec525e3f5c42fb9f6c2ed454254ca-1024x699.jpg%253Fw%253D668%2526q%253D70%2526auto%253Dformat/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExMDAxM30:1rQP5v:Qv_LIpnJq0AFneerlR0n05adsfpHUHFrLiHYNhJdsP4" style="display: block; width: 100%; max-width: 670px;" width="670"/>
          </a>
          <span class="source" style="display:inline-block;padding-left:10px;margin-top:5px;margin-bottom:0px;line-height:14px">
           <small>
            <em>
             Scott Olson/Getty Images
            </em>
           </small>
          </span>
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             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Returning a gift can be more fun than receiving a gift. Maybe it’s the wrong color or maybe you already have it or maybe there’s nothing you find more exhilarating than the best one-size-fits-all option: store credit.
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               It can be a little nerve-wracking to step up to the return counter, but some stores are extremely lenient. Here are some of the more generous return policies we could find:
              </p>
              <ul style="margin-top:0;padding-left:30px">
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  Petco refunds dead fish.
                 </strong>
                </span>
                <span>
                 There are some caveats—the fish has to have died within seven days of its being delivered to you, and you must email a photo of the deceased fish. “Please do not mail any specimens back to Petco,”
                </span>
                <span>
                 <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                  the website pleads
                 </a>
                </span>
                <span>
                 .
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                   Home Depot
                  </a>
                  has a relaxed plant policy.
                 </strong>
                </span>
                <span>
                 Perennials, trees, roses, and shrubs have a one-year guarantee and can be returned for store credit (other plants have a 90-day return window).
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  Ikea will buy back your old furniture.
                 </strong>
                </span>
                <span>
                 Moving to a new place and not sure what to do with the bookshelf that took you forever to build?
                </span>
                <span>
                 <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                  Sell it back to Ikea
                 </a>
                </span>
                <span>
                 and they’ll give you a voucher.
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  Costco will let you return almost anything, any time
                 </strong>
                </span>
                <span>
                 .
                </span>
                <span>
                 <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                  The exceptions
                 </a>
                </span>
                <span>
                 include electronics, cigarettes (where prohibited by law), and gold bullion, the three staples of any trip to Costco.
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  Trader Joe’s looks out for the average Joe:
                 </strong>
                </span>
                <span>
                 Virtually all items
                </span>
                <span>
                 <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                  can be returned
                 </a>
                </span>
                <span>
                 for a full refund, even if you don’t have a receipt
                </span>
                <span>
                 <em>
                  and
                 </em>
                </span>
                <span>
                 even if you’ve eaten most of the chocolate covered pretzels already.
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  Zappos gives you a
                  <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                   full year
                  </a>
                 </strong>
                </span>
                <span>
                 . Just make sure the shoes are unworn and in the original packaging.
                </span>
               </li>
               <li style="line-height:22px;margin-bottom:10px">
                <span>
                 <strong style="color:#000">
                  Athleta offers
                  <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                   a 60-day tryout
                  </a>
                  .
                 </strong>
                </span>
                <span>
                 Buy some workout clothes and, if you don’t like them after two months, send them back. That’s a real no-sweat return policy.—
                </span>
                <span>
                 <em>
                  DL
                 </em>
                </span>
               </li>
              </ul>
             </div>
             <!-- SOCIAL LINKS -->
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       <!--[if !mso]><! -- -->
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              COMMUNITY
             </h3>
             <h1 style="font-family:Helvetica, Arial, sans-serif;font-size:24px;color:#333;font-weight:700;margin-bottom:0;line-height:26px;margin-top:8px">
              <a style="color:#000000!important;text-decoration:none;border-bottom:none!important;" target="_blank">
               <font color="#000000">
                Your most bizarre returns stories
               </font>
              </a>
             </h1>
            </td>
           </tr>
          </table>
          <a style="text-decoration:none;border:none;" target="_blank">
           <!--[if mso]>
<img alt="Customers demanding a refund from Mr. Krabs" style="display: block; width: 100%; max-width: 670px;" width="670" height=503 src="https://storage.morningbrew.com/gif/2023-11-21/image-18467fdba1e7e7c03e108a0286b69a76f95a9be8-480x360-gif/giphy(24).gif">
<![endif]-->
           <!--[if !mso]>-->
           <!-- -->
           <img alt="Customers demanding a refund from Mr. Krabs" class="story-header-image" src="https://inboxflows.com/_/image/https%253A%252F%252Fstorage.morningbrew.com%252Fgif%252F2023-11-21%252Fimage-18467fdba1e7e7c03e108a0286b69a76f95a9be8-480x360-gif%252Fgiphy%252824%2529.gif/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZzdG9yYWdlLm1vciIsInRpbWUiOjE3MDU1NzE2MzUuMTExMzg5OX0:1rQP5v:YSz-nvCDb89e3nmLXKCZ5BIssUypQW7lgZAmi52r5cM" style="display: block; width: 100%; max-width: 670px;" width="670"/>
           <!--<![endif]-->
          </a>
          <span class="source" style="display:inline-block;padding-left:10px;margin-top:5px;margin-bottom:0px;line-height:14px">
           <small>
            <em>
             SpongeBob SquarePants/Paramount Global via Giphy
            </em>
           </small>
          </span>
          <table border="0" cellpadding="0" cellspacing="0" style="border-collapse: collapse;" width="100%">
           <tr>
            <td style="padding:15px">
             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               We asked Morning Brew readers who worked in retail to share the most bizarre customer returns you witnessed, and the main takeaway: Humans have chutzpah.
              </p>
              <h2 style="font-family:Helvetica, Arial, sans-serif;font-size:19px;font-weight:700;color:#000;margin-top:0;margin-bottom:15px;margin-right:0;margin-left:0">
               The winning responses
              </h2>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               “Our grocery store had a ‘no questions asked’ return policy, and every week a woman would bring in a carton of eggs containing one egg left and say they were no good. Every week she got a brand new carton, no questions asked.”—
               <em>
                Dave from Connecticut
               </em>
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               “Shamefully, I was the one doing the returning. I bought a fake mustache and super-glued it to my face to go as Tom Hanks from
               <em>
                The Polar Express
               </em>
               for a costume contest. While I won the contest, a friend had to rip off the mustache later that night. It hurt. The next day I took that used mustache with dried super glue and some of my own mustache hairs and returned it for $6.50. Tom Hanks—please don’t judge me.”—
               <em>
                Colin from Bentonville, AR
               </em>
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               “While working a returns desk at Home Depot, a customer brought in a block of bright pink paper to return. I explained that I cannot return it because they didn’t buy it from us and I have no sku for it. The customer kept insisting that Home Depot and Office Depot were the same company and he should be able to return it. Enter the manager, who invented a sku, gave the customer money for the item, and handed the paper to me to use for our printers. We had bright pink reports for a week.”—
               <em>
                Melissa from Texas
               </em>
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               “Worked in a grocery store and a woman returned the fat from a roast beef. The manager weighed it and refunded her some money.”—
               <em>
                Anna from Raritan Township, NJ
               </em>
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               “Open box of condoms...claimed they didn’t fit lol”—
               <em>
                Shelly from New Jersey
               </em>
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               “My FIL once returned a roast, cooked and half-eaten. When the store employee challenged him, he said, ‘Do
               <em>
                you
               </em>
               want to tell my wife she’s a bad cook?’ He got a full refund.”—
               <em>
                Anonymous
               </em>
              </p>
             </div>
             <!-- SOCIAL LINKS -->
             <table border="0" cellpadding="0" cellspacing="0" style="border-collapse: collapse;" width="100%">
              <tr>
               <td style="padding-top: 12px;">
                <a class="" rel="noopener" style="text-decoration: none;" target="_blank">
                 <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252Fcab2ac077d288f7ba1df3571cb0ec28ce8f32b86-357x357.png%253Fw%253D50%2526fit%253Dmax/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExNTA0fQ:1rQP5v:v4VrAEqrBACsAULy6q5X0nPmco3lVWjzx3F78cObHY0" style="display: inline-block; width: 25px" width="25"/>
                </a>
                <span>
                </span>
                <a class="" rel="noopener" style="text-decoration: none;" target="_blank">
                 <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252Fea53a551202a4963e49199a40daf05b487846624-357x357.png%253Fw%253D50%2526fit%253Dmax/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExNTk3fQ:1rQP5v:SFnKfHfBXUuZoWajZ4Ah8ptTZXyYOA9gNOC9OseEcCI" style="display: inline-block; width: 25px" width="25"/>
                </a>
                <span>
                </span>
                <a class="" rel="noopener" style="text-decoration: none;" target="_blank">
                 <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252F774271f5d2278014f1af0759475660e1761384eb-357x357.png%253Fw%253D50%2526fit%253Dmax/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExNjg3Mn0:1rQP5v:5m-_2KxaQeSyLrD13BQvIYNtXo2gd7sCQ1sWTwbmGys" style="display: inline-block; width: 25px" width="25"/>
                </a>
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             <!-- END SOCIAL LINKS --->
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         </th>
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       <!--[if !mso]><! -- -->
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      <div class="c6" style="margin-bottom:7px">
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          <table border="0" cellpadding="0" cellspacing="0" class="story-card-table" style="border-collapse:collapse" width="100%">
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              RECS
             </h3>
            </td>
           </tr>
          </table>
          <img alt="Friday to-do list" class="story-header-image" src="https://inboxflows.com/_/image/https%253A%252F%252Fcdn.sanity.io%252Fimages%252Fbl383u0v%252Fproduction%252Fad36328db69bb793e533265a69cd0ac00c6f5ddd-1500x375.png%253Fw%253D668%2526q%253D70%2526auto%253Dformat/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZjZG4uc2FuaXR5LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExNzg0fQ:1rQP5v:nf8d-LIwz_DqYSAGbTTOJcgTR6inJ-T96RDJSlpObPg" style="display: block; width: 100%; max-width: 670px;" width="670"/>
          <span class="source" style="display:inline-block;padding-left:10px;margin-top:5px;margin-bottom:0px;line-height:14px">
           <small>
            <em>
            </em>
           </small>
          </span>
          <table border="0" cellpadding="0" cellspacing="0" style="border-collapse: collapse;" width="100%">
           <tr>
            <td style="padding:15px">
             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fem-content.zobj.net%252Fthumbs%252F120%252Fapple%252F237%252Fwhite-heavy-check-mark_2705.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbS1jb250ZW50LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExODc3Mn0:1rQP5v:ellUbElMivuNA8X8CVYc9lpMCNu6Xe8MFbLoBLNqP3g" style="max-width:18px" width="18"/>
               <strong style="color:#000">
                Watch:
               </strong>
               The inspiration for Pepsi's hated $1 million logo is
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                kind of unhinged
               </a>
               .
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fem-content.zobj.net%252Fthumbs%252F120%252Fapple%252F237%252Fwhite-heavy-check-mark_2705.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbS1jb250ZW50LiIsInRpbWUiOjE3MDU1NzE2MzUuMTExOTYyM30:1rQP5v:YMKt7rUESR7kfktmxRMog7FapiFB45bd2427uTGEJiM" style="max-width:18px" width="18"/>
               <strong style="color:#000">
                Eat (again):
               </strong>
               What to make with your
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                Thanksgiving leftovers
               </a>
               .
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fem-content.zobj.net%252Fthumbs%252F120%252Fapple%252F237%252Fwhite-heavy-check-mark_2705.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbS1jb250ZW50LiIsInRpbWUiOjE3MDU1NzE2MzUuMTEyMDQ1NX0:1rQP5v:qxbKIlylLIVErEyBDOgUDnzFriRuAWHIMavwCWd51aw" style="max-width:18px" width="18"/>
               <strong style="color:#000">
                DIY:
               </strong>
               How to
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                fix your stuff
               </a>
               .
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fem-content.zobj.net%252Fthumbs%252F120%252Fapple%252F237%252Fwhite-heavy-check-mark_2705.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbS1jb250ZW50LiIsInRpbWUiOjE3MDU1NzE2MzUuMTEyMTI4fQ:1rQP5v:xYOF-YaMT4NgyDwGmPJOyWdkHKWpkxYE4pKcdnVIy2U" style="max-width:18px" width="18"/>
               <strong style="color:#000">
                Geographic fun:
               </strong>
               This game asks you to guess which city is
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                more north
               </a>
               .
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fem-content.zobj.net%252Fthumbs%252F120%252Fapple%252F237%252Fwhite-heavy-check-mark_2705.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbS1jb250ZW50LiIsInRpbWUiOjE3MDU1NzE2MzUuMTEyMjQ3NX0:1rQP5v:jNgzzjMDCikjl9fI-ppIChI93gJfV6A3X9onsfpzZSA" style="max-width:18px" width="18"/>
               <strong style="color:#000">
                1 fund, 100 companies:
               </strong>
               Help
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                power your portfolio
               </a>
               with innovation. Access some of today’s most cutting-edge companies—all in one investment—with Invesco QQQ ETF.
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                Learn more
               </a>
               . Invesco Distributors, Inc.*
              </p>
              <placementslot data-id="8c104fd0bfac">
              </placementslot>
              <placementslot data-id="83d4181050a3">
              </placementslot>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <sup>
                <em>
                 *A message from our sponsor.
                </em>
               </sup>
              </p>
             </div>
            </td>
           </tr>
          </table>
         </th>
        </tr>
       </table>
       <!--[if !mso]><! -- -->
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      <!-- <![endif]-->
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      <div class="c6" style="margin-bottom:7px">
       <!-- <![endif]-->
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           <tr>
            <td class="tag-title" style="padding: 15px;">
             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              GAMES
             </h3>
             <h1 style="font-family:Helvetica, Arial, sans-serif;font-size:24px;color:#333;font-weight:700;margin-bottom:0;line-height:26px;margin-top:8px">
              <a style="color:#000000!important;text-decoration:none;border-bottom:none!important;" target="_blank">
               <font color="#000000">
                The puzzle section
               </font>
              </a>
             </h1>
            </td>
           </tr>
          </table>
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           <tr>
            <td class="card-content" style="padding-right:15px;padding-bottom:15px;padding-left:15px;padding-top:0px">
             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Picdoku:
               </strong>
               Take all the Thanksgiving leftovers in your fridge and turn them into a sudoku puzzle—that’s what we did here.
               <a class="link" style="border-bottom:2px solid #1c7ff2;text-decoration:none;color:#333" target="_blank">
                Play Picdoku
               </a>
               .
              </p>
              <h2 style="font-family:Helvetica, Arial, sans-serif;font-size:19px;font-weight:700;color:#000;margin-top:0;margin-bottom:15px;margin-right:0;margin-left:0">
               Friday puzzle
              </h2>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               Each pair of hints below relates to two words. One of the words is the other one spelled backward. What are the word pairs?
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Example clue:
               </strong>
               married, moisture
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               <strong style="color:#000">
                Answer:
               </strong>
               wed, dew
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               1. dwell, wicked
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               2. portion, catching device
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               3. prize, furniture compartment
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               4. drinking aid, skin blemishes
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               5. stopper, big swallow
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               6. implement, stolen goods
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               7. precinct, illustrate
              </p>
             </div>
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               Share Morning Brew
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              0
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              Click to Share
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               morningbrew.com/daily/r/?kid=979c4554
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             <h3 style="font-family:Helvetica, Arial, sans-serif;font-size:16px;color:#1c7ff2;font-weight:700;margin-top:0;margin-bottom:0">
              ANSWER
             </h3>
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             <div>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               1. live, evil
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               2. part, trap
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               3. reward, drawer
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               4. straw, warts
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               5. plug, gulp
              </p>
              <p style="line-height:22px;margin-top:0;margin-bottom:15px">
               6. tool, loot
              </p>
             </div>
            </td>
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