Original scientific paper
https://doi.org/10.30765/er.3391
Avoiding high return rates in retail. An explorative study under the aspect of customer acceptance.
Jan Halbig
; Faculty of Economics, Heilbronn University, Heilbronn, Germany
Milena Kretek
; Faculty of Economics, Heilbronn University, Heilbronn, Germany
Daniela Ludin
; Faculty of Economics, Heilbronn University, Heilbronn, Germany
*
* Corresponding author.
Abstract
Along with the development of e-commerce, product returns have developed to a common perk. The actions a retailer can take to reduce them can either be by adjusting the return policy or by identifying and analysing return reasons. According to Ratchford et al. [9], there has been a need to investigate how online retailers can reduce returns. Besides that, it has been interesting to have a look at the age of customers, since young customers tend to be major drivers of online re-tailing [2] survey in Germany was applied to generate data. According to the results measures suggested by literature are not accepted by customers. Further-more, the results show no correlation between the age of customers and the acceptance of certain return tools. The results allow a derivation of suggestions regarding the measures online retailers can take if they strive for a reduced return rate.
Keywords
return rates; product returns; reverse logistics; e-commerce; customer behaviour; customer acceptance
Hrčak ID:
349989
URI
Publication date:
31.7.2026.
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