Professional Documents
Culture Documents
Convenience
Online stores are usually available 24 hours a day, and many consumers have Internet
access both at work and at home.
Ease of exchange
In the event of a problem with the item (e.g., the product was not what the consumer
ordered, the product was not satisfactory), consumers are concerned with the ease of
returning an item in exchange for either the correct product or a refund. Consumers may
need to contact the retailer, visit the post office and pay return shipping, and then wait for
a replacement or refund.