TED@UPS
Aparna Mehta: Where do your online returns go?
阿芭納梅塔: 線上購物退回的貨品都到哪裡去了？
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Readability: 3.8
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你可曾經在線上購物買了不同尺寸、顏色的衣物，只是為了試穿，接著就把不適合的退回？阿芭納梅塔以前總會這麼做，直到有一天，她自問：這些被退回的衣物都到哪裡去了？在這場讓人大開眼界的演說中，她揭示出一個未被看見的世界，「免費」線上退貨的世界，這些被退回的商品最後並不是回到架上，而是被送到掩埋場，每年就有數十億磅——她也分享了一個計畫，來協助終結這個不斷成長的環境災難。
Aparna Mehta - Global supply chain leader
UPS's Aparna Mehta works with the top-tier retail customers to develop innovative, profitable solutions that enhance customer experiences. Full bio
UPS's Aparna Mehta works with the top-tier retail customers to develop innovative, profitable solutions that enhance customer experiences. Full bio
Double-click the English transcript below to play the video.
00:13
Hi. My name is Aparna.
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嗨，我是阿芭納，
00:16
I am a shopaholic --
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我是購物狂——
00:18
(Laughter)
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（笑聲）
00:19
and I'm addicted to online returns.
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且我「線上退貨」成癮。
00:22
(Laughter)
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（笑聲）
00:25
Well, at least I was.
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至少曾經是。
00:27
At one time, I had two or three
packages of clothing delivered to me
packages of clothing delivered to me
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有一段時間，我每隔一天
就會收到兩、三個包裏。
00:32
every other day.
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00:34
I would intentionally buy the same item
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同樣的商品我會故意買好幾件，
00:37
in a couple different sizes
and many colors,
and many colors,
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買不同的尺寸和許多顏色，
00:40
because I did not know
what I really wanted.
what I really wanted.
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因為我不確定我真正想要什麼。
00:43
So I overordered, I tried things on,
and then I sent what didn't work back.
and then I sent what didn't work back.
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所以我會多訂來試穿，
再把我覺得不理想的退回去。
再把我覺得不理想的退回去。
00:50
Once my daughter was watching me
return some of those packages back,
return some of those packages back,
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有一次我女兒看著我
把其中一些包裏退回，
把其中一些包裏退回，
00:54
and she said, "Mom,
I think you have a problem."
I think you have a problem."
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她說：「媽，我認為你有問題。」
00:56
(Laughter)
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（笑聲）
00:58
I didn't think so.
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我不覺得。畢竟寄送都是
免運費的，退貨也是免費。
免運費的，退貨也是免費。
00:59
I mean, it's free shipping
and free returns, right?
and free returns, right?
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01:02
(Laughter)
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（笑聲）
01:04
I didn't even think twice about it,
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我完全沒有多想，
01:07
until I heard a statistic
at work that shocked me.
at work that shocked me.
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直到我在工作時聽到一個
讓我很吃驚的統計數字。
讓我很吃驚的統計數字。
01:12
You see, I'm a global solutions
director for top-tier retail,
director for top-tier retail,
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我的工作是高層級零售的
全球解決方案主管，
全球解決方案主管，
01:16
and we were in a meeting
with one of my largest customers,
with one of my largest customers,
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我們正在和最大的客戶之一開會，
01:19
discussing how to streamline costs.
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討論如何減低成本。
01:22
One of their biggest concerns
was managing returns.
was managing returns.
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他們最關心的議題之一，
就是退貨的管理。
就是退貨的管理。
01:26
Just this past holiday season alone,
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單單上一個假日季節
（感恩節至新年），
（感恩節至新年），
01:29
they had 7.5 million pieces
of clothing returned to them.
of clothing returned to them.
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就有七百五十萬件衣物
退回給他們。
01:36
I could not stop thinking about it.
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我一直思考
01:38
What happens to all
these returned clothes?
these returned clothes?
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這些被退回的衣物，
會被如何處理？
會被如何處理？
01:41
So I came home and researched.
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所以我回到家就做了研究。
01:44
And I learned that every year,
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我發現，每年，
01:48
four billion pounds of returned clothing
ends up in the landfill.
ends up in the landfill.
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有四十億磅被退回的衣物
最後是到了掩埋場。
01:55
That's like every resident in the US
did a load of laundry last night
did a load of laundry last night
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等於差不多是美國每一位居民
昨晚都洗了一籃髒衣服，
02:01
and decided to throw it
in the trash today.
in the trash today.
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然後決定今天
把那些衣服丟到垃圾筒。
把那些衣服丟到垃圾筒。
02:05
I was horrified.
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我嚇壞了。
02:08
I'm like, "Of all people,
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我心想：「我比所有人
都更應該要來預防這件事。」
都更應該要來預防這件事。」
02:10
I should be able to help prevent this."
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02:12
(Laughter)
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（笑聲）
02:13
My job is to find solutions
to logistical issues like these --
to logistical issues like these --
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我的工作是為這種物流議題
找到解決方案——
找到解決方案——
02:18
not create them.
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而不是創造問題。
02:20
So this issue became very personal to me.
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所以，這個議題對我來說
有很私人的意義。
有很私人的意義。
02:25
I said, "You know what?
We have to solve this."
We have to solve this."
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我說：「你們知道嗎？
我們得解決這個問題。」
我們得解決這個問題。」
02:27
And we can, with some of the existing
systems we already have in place.
systems we already have in place.
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用一些已經就續的既有系統，
我們是可以解決它的。
我們是可以解決它的。
02:33
And then I started to wonder:
How did we get here?
How did we get here?
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接著，我開始納悶：
我們是怎麼走到這一步的？
我們是怎麼走到這一步的？
02:36
I mean, it was only like six years ago
when a study recommended
when a study recommended
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我的意思是，有一項研究建議，
提供線上購物免費退貨
提供線上購物免費退貨
02:41
that offering free online returns
would drive customers to spend more.
would drive customers to spend more.
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可以驅使客戶消費更多，
這不過是六年前的事。
這不過是六年前的事。
02:46
We started seeing companies
offering free online returns
offering free online returns
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我們開始看見有公司提供
線上購物的免費退貨，
線上購物的免費退貨，
02:50
to drive more sales
and provide a better experience.
and provide a better experience.
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來帶動更多銷售，
並提供更好的購物體驗。
並提供更好的購物體驗。
02:54
What we didn't realize
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我們沒有料到，
02:56
is that this would lead to more items
being returned as well.
being returned as well.
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這也會造成更多物品被退回。
03:01
In the US, companies lost
$351 billion in sales
$351 billion in sales
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在美國，單單在 2017 年，
公司的銷售額就損失了
3510 億美金。
3510 億美金。
03:08
in 2017 alone.
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03:11
Retailers are scrambling
to recover their losses.
to recover their losses.
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零售商拼命在想辦法
賺回它們的損失。
賺回它們的損失。
03:15
They try to place that returned item
online to be sold again,
online to be sold again,
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它們試著把被退貨的商品
重新上架銷售，
重新上架銷售，
或是賣給折扣夥伴
或清算公司資產的人。
或清算公司資產的人。
03:18
or they'll sell it to a discount partner
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03:21
or a liquidator.
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03:22
Basically, if companies cannot find
a place for this item
a place for this item
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基本上，如果公司無法很快且經濟地
為這些退貨商品找到去處，
03:26
quickly and economically,
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03:28
its place becomes the trash.
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它們就會變成垃圾。
03:32
Suddenly, I felt very guilty
for being that shopper,
for being that shopper,
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身為這種購物者，
我突然很有罪惡感，
我突然很有罪惡感，
03:37
somebody who contributes to this.
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我也是造成這現象的人之一。
03:39
Who would have thought
my innocent shopping behavior
my innocent shopping behavior
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誰會知道，我天真的購物行為，
03:42
would be hurting not only me,
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不僅會傷害到我，
03:45
but our planet as well?
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還會傷害到我們的地球？
03:48
And as I thought about what to do,
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當我在想該怎麼做時，
03:50
I kept thinking:
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我不斷思考：
03:52
Why does the item have to be returned
to the retailer in the first place?
to the retailer in the first place?
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起初為什麼決定退貨的商品
要送回到零售商那裡呢？
要送回到零售商那裡呢？
03:58
What if there was another way,
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是否可能有什麼方式，
04:01
a win-win for everyone?
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能讓大家都是贏家？
04:05
What if when a person
is trying to return something,
is trying to return something,
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是不是可以考慮，
當一個人打算退貨時，
當一個人打算退貨時，
04:09
it could go to the next
shopper who wants it,
shopper who wants it,
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商品可以送到下一個
想要購買它的購物者，
想要購買它的購物者，
04:12
and not the retailer?
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而不是送回零售商？
04:14
What if, instead of a return,
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是不是可以考慮，不要做退貨，
04:18
they could do what I call a "green turn"?
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改做我所謂的「綠色轉讓」？
04:24
Consumers could use an app
to take pictures of the item
to take pictures of the item
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消費者可以裝一個應用程式，
拍攝商品的照片，
拍攝商品的照片，
04:28
and verify the condition
while returning it.
while returning it.
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並在退貨的時候驗證商品的狀況。
04:31
Artificial intelligence systems could then
sort these clothes by condition --
sort these clothes by condition --
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人工智慧系統接著可以依據
衣物的狀況來將它們分類——
衣物的狀況來將它們分類——
04:37
mint condition or slightly used --
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全新或是稍微使用過——
04:39
and direct it to the next
appropriate person.
appropriate person.
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將它導向下一個適當的客人？
04:42
Mint-condition clothes could
automatically go to the next buyer,
automatically go to the next buyer,
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全新的衣物可以
自動發送給下一個買家，
自動發送給下一個買家，
04:45
while slightly used clothes
could be marked down
could be marked down
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而稍微使用過的衣物可以打個折，
04:48
and offered online again.
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再放上網銷售。
04:50
The retailer can decide the business rules
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零售商可以定下商業規則，
04:53
on the number of times
a particular item can be resold.
a particular item can be resold.
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決定一件商品可以
被重新銷售的次數。
被重新銷售的次數。
04:57
All that the consumer would need to do
is obtain a mobile code,
is obtain a mobile code,
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消費者只需要取得一個行動碼，
05:02
take it to the nearest shipping place
to be packed and shipped,
to be packed and shipped,
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把商品帶到最近的購物地點
做包裝和寄送，
做包裝和寄送，
05:05
and off it goes from
one buyer to the next,
one buyer to the next,
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商品就可以從買家
轉到下一個買家，
轉到下一個買家，
05:08
not the landfill.
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而不用送到掩埋場。
05:11
Now you will ask,
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你會問：
05:13
"Would people really
go through all this trouble?"
go through all this trouble?"
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「大家真的願意做這麼麻煩的事嗎？」
05:16
I think they would if they had incentives,
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我想，如果有誘因，
他們就會願意，
他們就會願意，
05:19
like loyalty points or cash back.
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比如集點或是現金回饋。
05:22
Let's call it "green cash."
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姑且把它稱為「綠色現金」。
05:25
There would be a whole
new opportunity to make money
new opportunity to make money
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這就會形成一個全新的商機，
可以從這些想買被退回之
商品的新客源身上賺錢。
商品的新客源身上賺錢。
05:28
from this new customer base
looking to buy these returns.
looking to buy these returns.
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05:33
This system would make
a fun thing like shopping
a fun thing like shopping
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這個系統就能夠把
像購物這種有趣的事，
像購物這種有趣的事，
05:36
a spiritual experience
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變成一種靈性的體驗，
05:38
that helps save our planet.
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來協助拯救我們的地球。
05:40
(Applause)
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（掌聲）
05:49
This is doable
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這是可行的，可能要
花六個月的時間
花六個月的時間
05:50
and would probably take six months
to weave some of our existing systems
to weave some of our existing systems
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來將我們既有的系統
結合並做測試。
結合並做測試。
05:54
and run a pilot.
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05:57
Even before any of these
logistical systems are in place,
logistical systems are in place,
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甚至，在這些物流系統就緒之前，
06:00
each of us shoppers can act now,
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我們每一位購物者
現在就可以行動，
現在就可以行動，
06:05
if every single adult in the US
made a few small changes
made a few small changes
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美國的每一位成人都能
在我們的購物行為上
在我們的購物行為上
作出幾個小改變。
06:11
to our shopping behavior.
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06:13
Take the extra time
to research and think --
to research and think --
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我們要額外花一點時間
來研究和思考——
來研究和思考——
06:17
Do I really need this item?
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我真的需要這件商品嗎？
06:20
No: Do I really want this item? --
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不：我真的想要這件商品嗎？——
06:24
before making a purchase.
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在購買之前就先思考。
06:26
And if every one of us adults in the US
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如果美國的每一位成人
06:30
returned five less items this year,
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今年退回的商品數量減少五件，
06:33
we would keep 240 million pounds
of clothes out of the landfill.
of clothes out of the landfill.
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被送去掩埋場的衣物
就能減少 2 億 4000 萬磅。
06:40
Six percent reduction, just like that.
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光這樣，就能減少 6%。
06:44
This environmental problem
that we have created
that we have created
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我們所造成的這個環境問題，
06:48
is not thousands of years away;
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並不是幾千年後才會發生；
06:50
it's happening today,
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它正在發生，
且現在就必須要停下來，
且現在就必須要停下來，
06:52
and must stop now to prevent growing
landfills across the globe.
landfills across the globe.
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以預防全球廢物掩埋量持續成長。
06:58
I want to leave my daughter
and my daughter's daughter
and my daughter's daughter
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我想要留給我女兒，
以及我女兒的女兒，
以及我女兒的女兒，
07:01
a better and cleaner place
than I found it,
than I found it,
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一個比我現在身處
還要更好、更乾淨的地方，
還要更好、更乾淨的地方，
07:04
so I have not only stopped overordering,
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所以我不只停止了多訂貨的行為，
07:08
I recycle religiously as well.
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還虔誠地在做回收。
07:10
And you can, too. It's not difficult.
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你們也可以。這並不難。
07:13
Before we fill our shopping carts
and our landfills
and our landfills
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在我們用不想要的
額外商品把購物車
額外商品把購物車
07:17
with extra items that we don't want,
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以及掩埋場塞滿之前，
07:20
let's pause next time
we are shopping online
we are shopping online
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下一次上網購物時要記得停下來，
07:23
and think twice about what we all
hopefully really do want:
hopefully really do want:
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想一想，我們所有人
其實真正想要的
其實真正想要的
07:29
a beautiful Earth to call home.
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是一個美麗的地球家園。
07:32
Thank you.
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謝謝。
07:33
(Applause)
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（掌聲）
ABOUT THE SPEAKER
Aparna Mehta - Global supply chain leaderUPS's Aparna Mehta works with the top-tier retail customers to develop innovative, profitable solutions that enhance customer experiences.
Why you should listen
The exponential rise of e-commerce has changed the way we shop and driven retailers to offer things like "hassle-free" returns policy, to keep up with customer expectations. But what's the true cost of these returns to our planet? This was a life-changing question for Aparna Mehta, who went from being a serial returner of online purchases to finding a solution to mitigate returns.
As a Global Solutions Director at UPS, Mehta is skilled at assessing business processes to develop innovative solutions that are profitable and enhance customer experiences. She has been engaged with inspiring teams to peak performance and develop future leaders for more than two decades. She holds two master's degrees: an MBA and a master's in applied computer science from Illinois State University. In her personal time, she's on the leadership team for Ellevate, a professional networking group for women aimed at reducing the wage gap.
Aparna Mehta | Speaker | TED.com