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The impact of COVID-19 on managing product returns in retail

The impact of COVID-19 on managing product returns in retail
The impact of COVID-19 on managing product returns in retail
The Covid-19 pandemic has affected customers' shopping and returns behaviour and significantly aggravated the problem of high product returns rates and returns fraud. Measures for public health and safety resulted in retailers modifying their returns processes. The effects of these changes on returns management are unclear; very little is known about what retailers have experienced in terms of product returns during the pandemic. This paper addresses this research gap via a series of semi-structured interviews and a consumer survey. Our findings include a list of recommendations for retailers to mitigate the effects of the pandemic on returns and related fraud.
Zhang, Danni
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Frei, Regina
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Bayer, Steffen
28979328-d6fa-4eb7-b6de-9ef97f8e8e97
Senyo, PK
b2150f66-8ef9-48f7-af32-3b055d4fa691
Wills, Gary
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Gerding, Enrico
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Beck, Adrian
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Zhang, Danni
c8250ad8-14d1-4eab-a0ea-c72b6bdbf237
Frei, Regina
fa00170f-356a-4a0d-8030-d137fd855880
Bayer, Steffen
28979328-d6fa-4eb7-b6de-9ef97f8e8e97
Senyo, PK
b2150f66-8ef9-48f7-af32-3b055d4fa691
Wills, Gary
3a594558-6921-4e82-8098-38cd8d4e8aa0
Gerding, Enrico
d9e92ee5-1a8c-4467-a689-8363e7743362
Beck, Adrian
0ac17f40-0376-4b3f-afd8-d3eb547ca88f

Zhang, Danni, Frei, Regina, Bayer, Steffen, Senyo, PK, Wills, Gary, Gerding, Enrico and Beck, Adrian (2022) The impact of COVID-19 on managing product returns in retail. In The 6th World Conference on Production and Operations Management. 10 pp . (In Press)

Record type: Conference or Workshop Item (Paper)

Abstract

The Covid-19 pandemic has affected customers' shopping and returns behaviour and significantly aggravated the problem of high product returns rates and returns fraud. Measures for public health and safety resulted in retailers modifying their returns processes. The effects of these changes on returns management are unclear; very little is known about what retailers have experienced in terms of product returns during the pandemic. This paper addresses this research gap via a series of semi-structured interviews and a consumer survey. Our findings include a list of recommendations for retailers to mitigate the effects of the pandemic on returns and related fraud.

Text
World POM_The Impact of COVID-19 on Managing Product Returns_ v3 - Accepted Manuscript
Restricted to Repository staff only until 31 August 2022.
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Accepted/In Press date: 4 April 2022

Identifiers

Local EPrints ID: 458197
URI: http://eprints.soton.ac.uk/id/eprint/458197
PURE UUID: 1e64305a-b9ea-483e-9d7e-a9f77b012ef3
ORCID for Regina Frei: ORCID iD orcid.org/0000-0002-0953-6413
ORCID for Steffen Bayer: ORCID iD orcid.org/0000-0002-7872-467X
ORCID for PK Senyo: ORCID iD orcid.org/0000-0001-7126-3826
ORCID for Gary Wills: ORCID iD orcid.org/0000-0001-5771-4088
ORCID for Enrico Gerding: ORCID iD orcid.org/0000-0001-7200-552X

Catalogue record

Date deposited: 30 Jun 2022 17:17
Last modified: 23 Jul 2022 02:27

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Contributors

Author: Danni Zhang
Author: Regina Frei ORCID iD
Author: Steffen Bayer ORCID iD
Author: PK Senyo ORCID iD
Author: Gary Wills ORCID iD
Author: Enrico Gerding ORCID iD
Author: Adrian Beck

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