Extend, a leading company in post-purchase solutions, has launched Shopper Operations. An AI-native solution to support customer relationship management after the shopping process. The new research, conducted jointly by GlobalData and Extend. Found that if returns policies remain restrictive, $377 billion in retail revenue could be at risk over the next ten years. In response to restrictive returns policies, customers will decrease their spending, impacting retailer profitability.
“The real problem is that most retailers can’t distinguish their most valuable customers from those quietly eroding profit,” said Woodrow Levin, CEO and co-founder of Extend. “A small percentage of high-risk shoppers drive disproportionate returns costs, yet brands rely on one-size-fits-all policies that fail to stop fraud and abuse. Shopper Operations changes that brands can give great customers the experience they’ve earned while protecting margins.”
Transforming Post-Purchase Experience with AI
The platform integrates delivery, return, exchange, and warranty claims in a single platform. Extend’s Extend Shopper Intelligence analyzes behavior in real-time, segments shoppers based on value and risk, and dynamically applies rules-based strategies. The process is beneficial in optimizing the post-purchase experience and minimizing manual processes. Furthermore, Extend has helped over 1,200 merchants, including Peloton, Tonal, Brilliant Earth, and Sonos, in personalizing the post-purchase experience. In 2025, Extend contributed more than $1 billion in revenue for its partners, improving their topline growth up to nine percent. By unlocking the power of post-purchase data, Extend enables brands to improve customer loyalty, prevent fraud. Drive maximum revenue, redefining the new standard in intelligent return management.
“Premium products come with premium expectations,” said Hayden Tollas, CFO of Tonal. “Our members invest in Tonal because they expect exceptional performance, precision, and a seamless ownership experience. Offering protection plans with Extend strengthens the long-term value we provide to our members and helps us scale that experience as Tonal continues to grow.”
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News Source: Businesswire.com
