Professional Documents
Culture Documents
SESSION 3
PRODUCT RETURNS
MANAGEMENT
8/05/20XX
Do you know?
8/05/20XX
‘Product return’ is an activity initiated by
consumers, which involves taking back the
previously purchased product to its original
source and successively receiving either a
refund within the original type of payment,
exchange for one more item, or store credit.
Convenience
in PRM
Information on take-back policy and
take-back offers
Type of Product Returns
C O N F E R E N C E P R E S E N TAT I O N 9
Publication (a) and citation (b) trend of the PRM studies (1986–2020).
Most contributing countries in the product return field (1986–2020)
Comp
uter
and
Electr
onic
Produ
ct
Manuf
acturi
ng
49
Appar
el
Manuf
acturi
ng
Retail
Trade
13
Food
Servic
Industry
8
Health
Care
and
Social
Apparel Manufacturing 16
Assist
ance
Retail trade 3
Manufacturing 5
Keyword based Categories (Ambilkar et al., 2021)
C O N F E R E N C E P R E S E N TAT I O N 13
1. Return Policy
Time
Return policies are a consumer risk reliever Leniency
often used by retailers to increase consumer
demand
Increase in demand leads to a higher rate of
Exchange Monetary
product returns. Leniency Leniency
Return policies are a combination of time and Return
effort.’ Policy
Leniency
Returns policy enhances customer post-
purchase satisfaction and provides services by
retailers with a set of limitations imposed on
consumers Effort Scope
Limitations include the due date for returns, Leniency Leniency
return in the original packaging, original
proof of purchase (i.e., purchase receipt), and
no visible signs of use.
1. Return Policy Time
Leniency
- $100 billion of the total value of returns falls under this policy
Effort Scope
2. Monetary Leniency: Leniency Leniency
5. Exchange Leniency:
Remanufacturing
- Return-to-stock, return-to-vendor, reclamation of parts, Reuse Recycle Refurbishing