Business, Management and Accounting
3 years ago

Retailers face profit loss as customer returns and substitutions rise

Operational and Economical Perspectives on Consumer Returns
Gülay Samatlı-Paç

Paper Summary

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Customer return policies are important for retailers to boost sales and customer satisfaction. This study looks at how returns impact inventory planning and profit. It shows that the more returns there are, the lower the profit. Loss-averse customers also affect a retailer's return policy decisions. Offering full or partial refunds can impact a retailer's profit. Customers aim to maximize their satisfaction when making return decisions.