Consumer product returns in omnichannel retail: drivers and interventions

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Key Points

The aim is to uncover the key factors influencing consumer product returns in omnichannel retail environments and propose effective interventions.
Analysis of current return policies and consumer behavior trends
Review of case studies on omnichannel retail practices
Surveys to gather data on consumer preferences and return motivations
Identified key drivers of returns include customer dissatisfaction and product misrepresentation
Recommended strategies for reducing returns focus on improving product descriptions and enhancing customer service
Firms implementing these interventions saw a significant reduction in return rates

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This research identifies drivers and interventions for consumer product returns in omnichannel retail, suggesting improvements for businesses.

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Frei et al. (2026) studied this question.

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