Management of product returns in retail firms: An investigation into retail returns policies and service determinants

This study investigates the critical determinants of product returns management in Australian retail firms. Through the critical case sampling method we identify 17 major retail firms and analyse contents of their returns policies in terms of returns services. We develop a generic returns operations process model that can be followed by retailers. Analysis of return policies indicates quick resolution of return claims, less customer effort, and clarity of return policy and process are critical determinants for customer service elements of returns management in retails. The findings of the study can act as a reference guide to senior executives developing strategies for competitive advantage through efficient product returns management viz. customer retention and asset management.