This study compares consumer complaints about the return processes of Trendyol, Hepsiburada, and n11—the leading e-commerce platforms operating in Türkiye. A total of 345 user complaints obtained from the Şikayetvar platform between May 2025 and October 2025 were analysed using the qualitative content analysis method. The findings indicate that the primary issues triggering return processes across all three platforms are product-related; furthermore, uncertainties regarding shipping logistics and the operational flow of the return process negatively affect consumer trust. The study reveals that the loss of trust in e-commerce platforms is shaped not only by the presence of return or compensation mechanisms but also by process-based factors, such as how the platform manages the process and the extent to which it informs and guides users. In this regard, the research contributes to the service failure literature by addressing the return process within the context of platform–consumer interaction and provides practical implications for improving return processes for e-commerce platforms.
İbrahim Karataş (Wed,) studied this question.