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
Jay Harris - CEO of Komar Distribution Services
As CEO of Komar Distribution Services, Jay Harris has spent more than 25 years helping brands balance margin protection with customer loyalty. At KDS, returns are treated as the outcome of upstream decisions and addressed through clean data, integrated systems, and true strategic partnership rather than transactional logistics. I have guided our team to not only meet but exceed our clients’ expectations through innovative solutions that grow companies from millions to billions. These include amazing supply chain management tools, integrated drayage, actionable inventory demand management, and proactive compliance management. At KDS, we harness collaborative synergy to achieve results that exceed the sum of our efforts, thus driving sustainable growth and “pencils never down” operational excellence.
Gabrielle Kerins - Marketing Director at Kulfi
Gabrielle Kerins is a beauty marketing leader and author, most recently spending three years scaling NYC-based cosmetics brand Kulfi. Fluent in both performance and brand marketing, she operates with the conviction that every touchpoint is an opportunity to engage with community and build equity.
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 We Do Not Sugarcoat
- 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 Backing This
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.
Nomadworks - We are dedicated to providing innovative solutions that empower our members and drive success. Nomadworks is a hub for innovation, incubating companies new and tenured across New York City. Our commitment to excellence, customer satisfaction, and flexibility sets us apart in the industry.
Exclusive Offer To Ugly Talk Members
- Get up to 2 months free for Nomadworks!
[Claim Yours Here]
GREY Journal – Media partner spotlighting modern entrepreneurs (featured on Apple News + Google News).
⭐ 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
Ugly Talk: How Brands Are Rethinking Returns Without Killing Customer Trust
Hosts
Thu, Aug 13, 06:30 PM - 08:30 PM (EDT)
To be shared on approval (New York)
200 attendees
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
🙋 Who's Getting In This Room
🎤 Who’s Taking the Stage
Jay Harris - CEO of Komar Distribution Services
As CEO of Komar Distribution Services, Jay Harris has spent more than 25 years helping brands balance margin protection with customer loyalty. At KDS, returns are treated as the outcome of upstream decisions and addressed through clean data, integrated systems, and true strategic partnership rather than transactional logistics. I have guided our team to not only meet but exceed our clients’ expectations through innovative solutions that grow companies from millions to billions. These include amazing supply chain management tools, integrated drayage, actionable inventory demand management, and proactive compliance management. At KDS, we harness collaborative synergy to achieve results that exceed the sum of our efforts, thus driving sustainable growth and “pencils never down” operational excellence.
Gabrielle Kerins - Marketing Director at Kulfi
Gabrielle Kerins is a beauty marketing leader and author, most recently spending three years scaling NYC-based cosmetics brand Kulfi. Fluent in both performance and brand marketing, she operates with the conviction that every touchpoint is an opportunity to engage with community and build equity.
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 We Do Not Sugarcoat
Who's Backing This
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.
Nomadworks - We are dedicated to providing innovative solutions that empower our members and drive success. Nomadworks is a hub for innovation, incubating companies new and tenured across New York City. Our commitment to excellence, customer satisfaction, and flexibility sets us apart in the industry.
Exclusive Offer To Ugly Talk Members
[Claim Yours Here]
GREY Journal – Media partner spotlighting modern entrepreneurs (featured on Apple News + Google News).
⭐ 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