Retailers are increasingly using product-oriented web technologies to minimise product returns. Are these technologies effective and how do they inﬂuence returns? Professors Prabuddha De, Jeffrey Hu and Mohammad S Rahman present the results of their study.
Product returns are a signiﬁcant problem for most retailers. Returns cost US manufacturers and retailers almost US$100 billion per year because of product depreciation, and reverse logistics and return rates could be as high as 25% for some retailers.2