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  • Hi. My name is Aparna.

    譯者: Lilian Chiu 審譯者: Hoi Fei (Belinda) Cheung

  • I am a shopaholic --

    嗨,我是阿芭納,

  • (Laughter)

    我是購物狂——

  • and I'm addicted to online returns.

    (笑聲)

  • (Laughter)

    且我「線上退貨」成癮。

  • Well, at least I was.

    (笑聲)

  • At one time, I had two or three packages of clothing delivered to me

    至少曾經是。

  • every other day.

    有一段時間,我每隔一天

  • I would intentionally buy the same item

    就會收到兩、三個包裏。

  • in a couple different sizes and many colors,

    同樣的商品我會故意買好幾件,

  • because I did not know what I really wanted.

    買不同的尺寸和許多顏色,

  • So I overordered, I tried things on, and then I sent what didn't work back.

    因為我不確定我真正想要什麼。

  • Once my daughter was watching me return some of those packages back,

    所以我會多訂來試穿, 再把我覺得不理想的退回去。

  • and she said, "Mom, I think you have a problem."

    有一次我女兒看著我 把其中一些包裏退回,

  • (Laughter)

    她說:「媽,我認為你有問題。」

  • I didn't think so.

    (笑聲)

  • I mean, it's free shipping and free returns, right?

    我不覺得。畢竟寄送都是 免運費的,退貨也是免費。

  • (Laughter)

    (笑聲)

  • I didn't even think twice about it,

    我完全沒有多想,

  • until I heard a statistic at work that shocked me.

    直到我在工作時聽到一個 讓我很吃驚的統計數字。

  • You see, I'm a global solutions director for top-tier retail,

    我的工作是高層級零售的 全球解決方案主管,

  • and we were in a meeting with one of my largest customers,

    我們正在和最大的客戶之一開會,

  • discussing how to streamline costs.

    討論如何減低成本。

  • One of their biggest concerns was managing returns.

    他們最關心的議題之一, 就是退貨的管理。

  • Just this past holiday season alone,

    單單上一個假日季節 (感恩節至新年),

  • they had 7.5 million pieces of clothing returned to them.

    就有七百五十萬件衣物

  • I could not stop thinking about it.

    退回給他們。

  • What happens to all these returned clothes?

    我一直思考

  • So I came home and researched.

    這些被退回的衣物, 會被如何處理?

  • And I learned that every year,

    所以我回到家就做了研究。

  • four billion pounds of returned clothing ends up in the landfill.

    我發現,每年,

  • That's like every resident in the US did a load of laundry last night

    有四十億磅被退回的衣物

  • and decided to throw it in the trash today.

    最後是到了掩埋場。

  • I was horrified.

    等於差不多是美國每一位居民

  • I'm like, "Of all people,

    昨晚都洗了一籃髒衣服,

  • I should be able to help prevent this."

    然後決定今天 把那些衣服丟到垃圾筒。

  • (Laughter)

    我嚇壞了。

  • My job is to find solutions to logistical issues like these --

    我心想:「我比所有人 都更應該要來預防這件事。」

  • not create them.

    (笑聲)

  • So this issue became very personal to me.

    我的工作是為這種物流議題 找到解決方案——

  • I said, "You know what? We have to solve this."

    而不是創造問題。

  • And we can, with some of the existing systems we already have in place.

    所以,這個議題對我來說 有很私人的意義。

  • And then I started to wonder: How did we get here?

    我說:「你們知道嗎? 我們得解決這個問題。」

  • I mean, it was only like six years ago when a study recommended

    用一些已經就續的既有系統, 我們是可以解決它的。

  • that offering free online returns would drive customers to spend more.

    接著,我開始納悶: 我們是怎麼走到這一步的?

  • We started seeing companies offering free online returns

    我的意思是,有一項研究建議, 提供線上購物免費退貨

  • to drive more sales and provide a better experience.

    可以驅使客戶消費更多, 這不過是六年前的事。

  • What we didn't realize

    我們開始看見有公司提供 線上購物的免費退貨,

  • is that this would lead to more items being returned as well.

    來帶動更多銷售, 並提供更好的購物體驗。

  • In the US, companies lost 351 billion dollars in sales

    我們沒有料到,

  • in 2017 alone.

    這也會造成更多物品被退回。

  • Retailers are scrambling to recover their losses.

    在美國,單單在 2017 年,

  • They try to place that returned item online to be sold again,

    公司的銷售額就損失了 3510 億美金。

  • or they'll sell it to a discount partner

    零售商拼命在想辦法 賺回它們的損失。

  • or a liquidator.

    它們試著把被退貨的商品 重新上架銷售,

  • Basically, if companies cannot find a place for this item

    或是賣給折扣夥伴 或清算公司資產的人。

  • quickly and economically,

    基本上,如果公司無法很快且經濟地

  • its place becomes the trash.

    為這些退貨商品找到去處,

  • Suddenly, I felt very guilty for being that shopper,

    它們就會變成垃圾。

  • somebody who contributes to this.

    身為這種購物者, 我突然很有罪惡感,

  • Who would have thought my innocent shopping behavior

    我也是造成這現象的人之一。

  • would be hurting not only me,

    誰會知道,我天真的購物行為,

  • but our planet as well?

    不僅會傷害到我,

  • And as I thought about what to do,

    還會傷害到我們的地球?

  • I kept thinking:

    當我在想該怎麼做時,

  • Why does the item have to be returned to the retailer in the first place?

    我不斷思考:

  • What if there was another way,

    起初為什麼決定退貨的商品 要送回到零售商那裡呢?

  • a win-win for everyone?

    是否可能有什麼方式,

  • What if when a person is trying to return something,

    能讓大家都是贏家?

  • it could go to the next shopper who wants it,

    是不是可以考慮, 當一個人打算退貨時,

  • and not the retailer?

    商品可以送到下一個 想要購買它的購物者,

  • What if, instead of a return,

    而不是送回零售商?

  • they could do what I call a "green turn"?

    是不是可以考慮,不要做退貨,

  • Consumers could use an app to take pictures of the item

    改做我所謂的「綠色轉讓」?

  • and verify the condition while returning it.

    消費者可以裝一個應用程式, 拍攝商品的照片,

  • Artificial intelligence systems could then sort these clothes by condition --

    並在退貨的時候驗證商品的狀況。

  • mint condition or slightly used --

    人工智慧系統接著可以依據 衣物的狀況來將它們分類——

  • and direct it to the next appropriate person.

    全新或是稍微使用過——

  • Mint-conditioned clothes could automatically go to the next buyer,

    將它導向下一個適當的客人?

  • while slightly used clothes could be marked down

    全新的衣物可以 自動發送給下一個買家,

  • and offered online again.

    而稍微使用過的衣物可以打個折,

  • The retailer can decide the business rules

    再放上網銷售。

  • on the number of times a particular item can be resold.

    零售商可以定下商業規則,

  • All that the consumer would need to do is obtain a mobile code,

    決定一件商品可以 被重新銷售的次數。

  • take it to the nearest shipping place to be packed and shipped,

    消費者只需要取得一個行動碼,

  • and off it goes from one buyer to the next,

    把商品帶到最近的購物地點 做包裝和寄送,

  • not the landfill.

    商品就可以從買家 轉到下一個買家,

  • Now you will ask,

    而不用送到掩埋場。

  • "Would people really go through all this trouble?"

    你會問:

  • I think they would if they had incentives,

    「大家真的願意做這麼麻煩的事嗎?」

  • like loyalty points or cash back.

    我想,如果有誘因, 他們就會願意,

  • Let's call it "green cash."

    比如集點或是現金回饋。

  • There would be a whole new opportunity to make money

    姑且把它稱為「綠色現金」。

  • from this new customer base looking to buy these returns.

    這就會形成一個全新的商機,

  • This system would make a fun thing like shopping

    可以從這些想買被退回之 商品的新客源身上賺錢。

  • a spiritual experience

    這個系統就能夠把 像購物這種有趣的事,

  • that helps save our planet.

    變成一種靈性的體驗,

  • (Applause)

    來協助拯救我們的地球。

  • This is doable

    (掌聲)

  • and would probably take six months to weave some of our existing systems

    這是可行的,可能要 花六個月的時間

  • and run a pilot.

    來將我們既有的系統 結合並做測試。

  • Even before any of these logistical systems are in place,

    甚至,在這些物流系統就緒之前,

  • each of us shoppers can act now,

    我們每一位購物者 現在就可以行動,

  • if every single adult in the US made a few small changes

    美國的每一位成人都能 在我們的購物行為上

  • to our shopping behavior.

    作出幾個小改變。

  • Take the extra time to research and think --

    我們要額外花一點時間 來研究和思考——

  • Do I really need this item?

    我真的需要這件商品嗎?

  • No: Do I really want this item? --

    不:我真的想要這件商品嗎?——

  • before making a purchase.

    在購買之前就先思考。

  • And if every one of us adults in the US

    如果美國的每一位成人

  • returned five less items this year,

    今年退回的商品數量減少五件,

  • we would keep 240 million pounds of clothes out of the landfill.

    被送去掩埋場的衣物

  • Six percent reduction, just like that.

    就能減少 2 億 4000 萬磅。

  • This environmental problem that we have created

    光這樣,就能減少 6%。

  • is not thousands of years away;

    我們所造成的這個環境問題,

  • it's happening today,

    並不是幾千年後才會發生;

  • and must stop now to prevent growing landfills across the globe.

    它正在發生, 且現在就必須要停下來,

  • I want to leave my daughter and my daughter's daughter

    以預防全球廢物掩埋量持續成長。

  • a better and cleaner place than I found it,

    我想要留給我女兒, 以及我女兒的女兒,

  • so I have not only stopped overordering,

    一個比我現在身處 還要更好、更乾淨的地方,

  • I recycle religiously as well.

    所以我不只停止了多訂貨的行為,

  • And you can, too. It's not difficult.

    還虔誠地在做回收。

  • Before we fill our shopping carts and our landfills

    你們也可以。這並不難。

  • with extra items that we don't want,

    在我們用不想要的 額外商品把購物車

  • let's pause next time we are shopping online

    以及掩埋場塞滿之前,

  • and think twice about what we all hopefully really do want:

    下一次上網購物時要記得停下來,

  • a beautiful Earth to call home.

    想一想,我們所有人 其實真正想要的

  • Thank you.

    是一個美麗的地球家園。

  • (Applause)

    謝謝。

Hi. My name is Aparna.

譯者: Lilian Chiu 審譯者: Hoi Fei (Belinda) Cheung

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【TED】Aparna Mehta:你的在線回報去哪裡了?(你的在線回報去哪了?|Aparna Mehta) (【TED】Aparna Mehta: Where do your online returns go? (Where do your online returns go? | Aparna Mehta))

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    林宜悉 發佈於 2021 年 01 月 14 日
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