I'm assuming they ran the numbers and came up with something like this: Cost of in person sales force: 100M Cost of in person returns: 4M vs Cost of online

I'm assuming they ran the numbers and came up with something like this: Cost of in person sales force: 100M Cost of in person returns: 4M vs Cost of online only sales force: 4M Cost of online only returns: 20M And they realized they could save a ton of money and complexity while only inconveniencing a few more people than usual