UGLY TALK: HOW BRANDS ARE PROTECTING MARGIN WITHOUT KILLING CUSTOMER TRUST

Returns are not “ops.” Returns are the invoice for every decision you made upstream. Your fit. Your quality. Your promises. Your marketing. Your policy. The new game is not “free returns” vs “paid returns.” It is a margin defense plan that does not spook your best customers. And does not invite the worst ones. You can tighten the screws. But customers keep score. They punish confusion faster than they punish fees. This panel is about the line. Where protecting margin stops being smart and starts costing you trust. 🎯 Why You Should Attend When charging a fee works. And when it tanks conversion. How to push exchanges without making customers feel trapped. What “VIP policy” actually means in practice. How to fight abuse without accusing your best customers. What to say when you change the rules. And how not to say it. Where final sale is a weapon. And where it becomes a PR problem. 🙋 Who's Getting In This Room DTC and ecommerce founders Heads of CX, Ops, and Product Growth teams who know returns are a conversion lever People cleaning up the mess after “free returns” became a default 🎤 Who’s Taking the Stage Builders who have already fought this battle. And have the scars to prove it. Speaker list drops soon. Moderator: Manish Chowdhary - Founder & CEO of Cahoot Manish Chowdhary is the Founder & CEO of Cahoot, the most comprehensive post-purchase logistics platform for ecommerce brands. We help merchants scale profitably with a bundled suite of services that includes: - Fast, cost-effective fulfillment (1-day and 2-day nationwide coverage) - AI-powered multi-warehouse shipping software that selects the cheapest label automatically - An industry-first peer-to-peer returns solution that eliminates return shipping and restocking costs With over 100 warehouses and advanced shipping automation, we help brands maintain control, boost speed, and cut logistics costs without the overhead of traditional 3PLs. I’m passionate about helping ecommerce businesses grow smarter. If you’re looking to improve your margins, delight customers, and future-proof your logistics, let’s connect. My work has been recognized with multiple industry accolades, most recently winning the SaaStock USA Global Pitch Competition 2024. I’m passionate about using technology and collaboration to push the boundaries of ecommerce and logistics and create new opportunities for merchants worldwide. 💬 What’s On the Table Return fees. Flat vs dynamic. When it works. Exchanges over refunds. How to nudge without coercion. Fraud and abuse. Red flags. Hard rules. Soft rules. VIP vs high-risk policies. Segmentation without brand damage. Return windows. Shorter windows, smarter windows, or both. Final sale strategy. What it does to trust and repeat purchase. Store credit incentives. The difference between a win and a scam. CX scripts. The exact language that lowers heat instead of raising it. 🤝 Who's Hosting It Cahoot is not just another post-purchase platform—we’re a movement. One built on peer-to-peer power, AI precision, and profit-first thinking. You don’t need more tools. You need control. ⭐ About Ugly Talk: Started in 2019, Ugly Talk has been transforming business setbacks into breakthrough “aha!” moments by hosting unfiltered, no-nonsense events where battle-tested entrepreneurs share their raw lessons and insights. With a growing presence in cities like New York, Chicago, San Francisco, and Miami, we’ve built a vibrant community of thousands of founders and industry leaders making a profound impact on the entrepreneurial landscape. Official Website: UglyTalk.com 🗣📢 Important Notice for Ugly Talk Attendees Admission & Confirmation Attendance is by approval only. Approved guests will receive a confirmation email along with a calendar invite. Invitations are non-transferable. Additional event details will be shared as the event approaches. Code of Conduct By attending, you agree to: Maintain respect and professionalism, adhering to all venue rules, policies, and applicable laws. 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