E-Commerce Returns, Policy Changes, and Gender (In)Differences
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Date
2019-11-26
Authors
Daugherty, Patricia
Overstreet, Robert
Morgan, Tyler R.
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Reverse Logistics Association
Abstract
E-commerce shoppers are returning more products than ever. That’s the trade-off that e-retailers face. While return rates are higher than with brick-and-mortar sales, e-commerce is too big of a revenue opportunity to pass up. As a result of increased (sometimes questionable) returns, some retailers have tightened returns policies in an attempt to reduce the volume of returns. We conducted research to better understand the implications of differentiated return policies.
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Comments
This article is published as Daugherty, P.J., Overstreet, R.E., Morgan T.R., and Laczniak, R.N. (2019) E-commerce returns, policy changes, and gender (in)differences. Reverse Logistics Magazine. 105, 35. Posted with permission.