Product returns in omnichannel retail

Frei, Regina, Zhang, Danni ORCID: https://orcid.org/0000-0002-2729-9562 and Merlano, Eugenio Felipe 2025. Product returns in omnichannel retail. Gallouj, Camal and Gallouj, Faïz, eds. Elgar Encyclopedia of Retailing, Cheltenham, UK: Edward Elgar, pp. 718-722. (10.4337/9781035319701.00202)

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Abstract

Product returns in omnichannel retail present a multi-faceted challenge, significantly impacting financial performance and environmental sustainability. Many returned items fail to reenter the original sales channels, thus complicating the returns management process and increasing environmental waste. To strategically reduce return rates and enhance sustainability, retailers need to understand the drivers behind product returns by considering macro-factors, customer-related factors, and retailer-controlled factors. Additionally, returns fraud has emerged as a significant issue, requiring the adoption of advanced IT systems and strategic measures to minimise fraud opportunities. Given the critical importance of product returns today, this entry highlights the need for strategic approaches in managing product returns and associated fraud within two main omnichannel retail frameworks.

Item Type:	Book Section
Date Type:	Publication
Status:	Published
Schools:	Schools > Business (Including Economics)
Publisher:	Edward Elgar
ISBN:	9781035319695
Last Modified:	14 May 2026 21:28
URI:	https://orca.cardiff.ac.uk/id/eprint/186981

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