My guess is that it's going to turn out that free returns drives a large number of sales, and removing it is a mistake. A lot of online shopping can be impulsiv

My guess is that it's going to turn out that free returns drives a large number of sales, and removing it is a mistake. A lot of online shopping can be impulsive, and the knowledge that any impulse is effectively permanent will change habits in a way that I believe will reduce sales dramatically. Especially given how places like Amazon don't always send you want you think you ordered!