The Problems & Opportunities of E-Commerce Returns: Managing Returns as a Profit Centre

This study finds that returns from online sales, particularly returns to store, are seriously impacting company profits. A comprehensive investigation involved a desk study of 100 retailers’ online returns policies; a review of other existing studies; four in-depth case studies with major UK retailers, including over 25 interviews, observations and site visits; and another 17 structured interviews in the UK and Europe.