A process-based model for product return services in an e-tailing environment

With the growth of e-commerce in recent time, management of returns is increasingly becoming one of the critical challenges for online retailers commonly known as e-tailers. Returns management literature has focused less attention on addressing the issues of customer service values. However, product returns to e-tailers require more logistics and customer effort and it is essential for organisations to consider returns positively and develop customer oriented returns management systems.With the aim of extending the returns management literature, our research objectives are to develop a conceptual return operations process model and identify critical determinants for product returns services.Through the critical case sampling method we identify 19 major e-tailersin Australia and analyse contents of their returns policies in terms of returns service processes. We develop a returns operations process model and identifycritical determinants for efficient product returns.The findings of the study can act as a reference guide to senior executives of e-tailers developing strategies for competitive advantage through efficient product returns management viz customer retention and asset management.