E-commerce and returns management: the other side of the show

E-commerce et gestion des retours: l'envers du décor

Sonia Bendimerad (), Oussama Khalil and Asma Khelifi ()
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Sonia Bendimerad: ESLI - École supérieure de logistique industrielle
Oussama Khalil: ESLI - École supérieure de logistique industrielle, LEGO - Laboratoire d'Economie et de Gestion de l'Ouest - UBS - Université de Bretagne Sud - UBO - Université de Brest - IMT - Institut Mines-Télécom [Paris] - IBSHS - Institut Brestois des Sciences de l'Homme et de la Société - UBO - Université de Brest - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris], LUSSI - Département Logique des Usages, Sciences sociales et Sciences de l'Information - UEB - Université européenne de Bretagne - European University of Brittany - Télécom Bretagne - IMT - Institut Mines-Télécom [Paris]
Asma Khelifi: ESLI - École supérieure de logistique industrielle

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Abstract: Electronic commerce, or e-commerce, is growing faster and faster due to the variety of choices, price transparency between retailers, the availability of discounts and the increasing penetration of the Internet worldwide (Nanayakkara et al., 2022). Statista (Global retail e-commerce market size, 2021) reported 228% growth in global e-commerce sales between 2014 and 2020. This rapid expansion has made the e-commerce supply chain more complex. The growth in e-commerce sales in France is accompanied by a high product return rate approaching 39% (FEVAD , 2022). Against this backdrop, e-tailers have no choice but to implement solid strategies to build customer loyalty by offering the most competitive "product return" solutions on the market. In this article, we'll look at the alternatives offered by the three best French companies specializing in "returns management" services for e-commerce sites. To this end, we will draw on qualitative surveys carried out with the managers of these companies. The results demonstrate, for the first time, how these service providers perceive the e-commerce business and how to reinvent the returns management process.

Date: 2023-06-20
Note: View the original document on HAL open archive server: https://imt-atlantique.hal.science/hal-04413401v1
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Published in Project & Logistics conference (PROLOG), Jun 2023, Luxembourg, Luxembourg

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