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By Jim Gilbert There tends to be a collective mind-set among customers that the return process always will be a giant hassle. Anyone who has bought a product via mail has at least one horror story about returns. But I've also heard the opposite. In fact, I've heard people brag about how easy the return process is when they've had a good experience. A clear, concise return policy, with exceptional customer service, is a must if you want to compete today. And that return policy needs to be seamless throughout all your channels, no matter where the purchase was made. So where