Free returns are common in e-commerce, and can instill confidence in customers who order clothes and shoes that can be difficult to evaluate by screen alone. But free returns are also a burden on the environment and in many cases a great financial burden for the company, and now retailers are trying various solutions to the problem, including banning customers making excessive returns.

Daniel Hellström and Klas Hjort, researchers in Packaging Logistics at Design Sciences, LTH have studied returns management in e-commerce, and their view differs somewhat from some of the major players in the market.

Read the article ”Porta kunder som returnerar ofta är fel väg att gå” in Dagens Handel (in Swedish), published 2021-03-17

For more information about the research, contact Daniel Hellström, daniel.hellstrom@plog.lth.se or Klas Hjort, Klas.Hjort@plog.lth.se