GOODS RETURN FACTORS IN ONLINE SHOPPING TRANSACTIONS
Keywords:
e-technology, daring, transactions, return
Abstract
Technology is developing rapidly every year. Technological developments also change a person's habits or behavior in doing something, one of which is shopping. Currently, shopping can be done anywhere and anytime without having to visit the store directly. However, shopping transactions through online media do not always run smoothly. Sometimes there are also buyers who feel disappointed because the quality or quantity of goods sent by the seller does not match with the description. If this happens, usually the buyer will ask to return the goods to the seller. The purpose of this study is to find out more about the factors that cause buyers to return goods to sellers. This study uses a qualitative method with the PRISMA (Preferred Reporting Items for Systematic Review and Meta-Analysis) Systematic Literature approach. The search results for journals or related papers published were 31 journals and 24 journals or papers were adopted as material for this research. With this e-commerce purchase return intention model, it is hoped that it can provide good insight for the provider e-commerce, e-commerce partners (retailers), and e-commerce consumers so that in practice each party can act without harming each other
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References
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A. M. Alaei, A. A. Taleizadeh, and M. Rabbani, “Marketplace, reseller, or web-store channel: The impact of return policy and cross-channel spillover from marketplace to web-store,” J. Retail. Consum. Serv., vol. 65, no. May 2019, p. 102271, 2022, doi: 10.1016/j.jretconser.2020.102271.
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K. Hjort, D. Hellström, S. Karlsson, and P. Oghazi, “Typology of practices for managing consumer returns in internet retailing,” Int. J. Phys. Distrib. Logist. Manag., vol. 49, no. 7, pp. 767–790, 2019, doi: 10.1108/IJPDLM-12-2017-0368.
Y. Wang, J. Anderson, S. J. Joo, and J. R. Huscroft, “The leniency of return policy and consumers’ repurchase intention in online retailing,” Ind. Manag. Data Syst., vol. 120, no. 1, pp. 21–39, 2020, doi: 10.1108/IMDS-01-2019-0016.
Y. Yu and H. S. Kim, “Online retailers’ return policy and prefactual thinking: An exploratory study of USA and China e-commerce markets,” J. Fash. Mark. Manag., vol. 23, no. 4, pp. 504–518, 2019, doi: 10.1108/JFMM-01-2019-0010.
R. Velazquez and S. M. Chankov, “Environmental Impact of Last Mile Deliveries and Returns in Fashion E-Commerce: A Cross-Case Analysis of Six Retailers,” IEEE Int. Conf. Ind. Eng. Eng. Manag., pp. 1099–1103, 2019, doi: 10.1109/IEEM44572.2019.8978705.
S. Yan, X. Xu, and Y. Bian, “Pricing and Return Strategy: Whether to Adopt a Cross-Channel Return Option?,” IEEE Trans. Syst. Man, Cybern. Syst., vol. 50, no. 12, pp. 5058–5073, 2020, doi: 10.1109/TSMC.2020.2964560.
M. M. Lastner, P. Fennell, J. A. G. Folse, D. H. Rice, and M. Porter, “I guess that is fair: How the efforts of other customers influence buyer price fairness perceptions,” Psychol. Mark., vol. 36, no. 7, pp. 700–715, 2019, doi: 10.1002/mar.21206.
Y. Lei, Q. Liu, and S. Shum, “Managing return policies with consumer resale,” Nav. Res. Logist., vol. 69, no. 2, pp. 241–256, 2022, doi: 10.1002/nav.22004.
M. Khouja, H. Ajjan, and X. Liu, “The effect of return and price adjustment policies on a retailer’s performance,” Eur. J. Oper. Res., vol. 276, no. 2, pp. 466–482, 2019, doi: 10.1016/j.ejor.2019.01.021.
J. Lin, J. Zhang, and T. C. E. Cheng, “Optimal pricing and return policy and the value of freight insurance for a retailer facing heterogeneous consumers with uncertain product values,” Int. J. Prod. Econ., vol. 229, no. June 2019, p. 107767, 2020, doi: 10.1016/j.ijpe.2020.107767.
Z. Pei and R. Yan, “Cooperative behavior and information sharing in the e-commerce age,” Ind. Mark. Manag., vol. 76, no. June, pp. 12–22, 2019, doi: 10.1016/j.indmarman.2018.06.013.
D. Jin, O. Caliskan-Demirag, F. (Youhua) Chen, and M. Huang, “Omnichannel retailers’ return policy strategies in the presence of competition,” Int. J. Prod. Econ., vol. 225, no. November 2019, p. 107595, 2020, doi: 10.1016/j.ijpe.2019.107595.
A. M. Alaei, A. A. Taleizadeh, and M. Rabbani, “Marketplace, reseller, or web-store channel: The impact of return policy and cross-channel spillover from marketplace to web-store,” J. Retail. Consum. Serv., vol. 65, no. May 2019, p. 102271, 2022, doi: 10.1016/j.jretconser.2020.102271.
K. Cao, Y. Xu, and J. Wang, “Should firms provide online return service for remanufactured products?,” J. Clean. Prod., vol. 272, p. 122641, 2020, doi: 10.1016/j.jclepro.2020.122641.
M. Dobroselskyi, R. Madlenák, and D. Laitkep, “Analysis of return logistics in e-commerce companies on the example of the Slovak Republic,” Transp. Res. Procedia, vol. 55, no. 2019, pp. 318–325, 2021, doi: 10.1016/j.trpro.2021.06.037.
P. Mandal, P. Basu, and K. Saha, “Forays into omnichannel: An online retailer’s strategies for managing product returns,” Eur. J. Oper. Res., vol. 292, no. 2, pp. 633–651, 2021, doi: 10.1016/j.ejor.2020.10.042.
P. Oghazi, S. Karlsson, D. Hellström, and K. Hjort, “Online purchase return policy leniency and purchase decision: Mediating role of consumer trust,” J. Retail. Consum. Serv., vol. 41, no. September 2017, pp. 190–200, 2018, doi: 10.1016/j.jretconser.2017.12.007.
T. M. Rausch, D. Baier, and S. Wening, “Does sustainability really matter to consumers? Assessing the importance of online shop and apparel product attributes,” J. Retail. Consum. Serv., vol. 63, no. July, p. 102681, 2021, doi: 10.1016/j.jretconser.2021.102681.
M. Rokonuzzaman, P. Iyer, and A. Harun, “Return policy, No joke: An investigation into the impact of a retailer’s return policy on consumers’ decision making,” J. Retail. Consum. Serv., vol. 59, no. October, p. 102346, 2021, doi: 10.1016/j.jretconser.2020.102346.
G. Shang, P. Pekgün, M. Ferguson, and M. Galbreth, “How much do online consumers really value free product returns? Evidence from eBay,” J. Oper. Manag., vol. 53–56, pp. 45–62, 2017, doi: 10.1016/j.jom.2017.07.001.
B. Shao, Z. Cheng, L. Wan, and J. Yue, “The impact of cross border E-tailer’s return policy on consumer’s purchase intention,” J. Retail. Consum. Serv., vol. 59, no. October, p. 102367, 2021, doi: 10.1016/j.jretconser.2020.102367.
X. Xu and J. E. Jackson, “Investigating the influential factors of return channel loyalty in omni-channel retailing,” Int. J. Prod. Econ., vol. 216, no. July 2018, pp. 118–132, 2019, doi: 10.1016/j.ijpe.2019.03.011
R. Frei, L. Jack, and S. Brown, “Product returns: a growing problem for business, society and environment,” Int. J. Oper. Prod. Manag., vol. 40, no. 10, pp. 1613–1621, 2020, doi: 10.1108/IJOPM-02-2020-0083.
K. Hjort, D. Hellström, S. Karlsson, and P. Oghazi, “Typology of practices for managing consumer returns in internet retailing,” Int. J. Phys. Distrib. Logist. Manag., vol. 49, no. 7, pp. 767–790, 2019, doi: 10.1108/IJPDLM-12-2017-0368.
Y. Wang, J. Anderson, S. J. Joo, and J. R. Huscroft, “The leniency of return policy and consumers’ repurchase intention in online retailing,” Ind. Manag. Data Syst., vol. 120, no. 1, pp. 21–39, 2020, doi: 10.1108/IMDS-01-2019-0016.
Y. Yu and H. S. Kim, “Online retailers’ return policy and prefactual thinking: An exploratory study of USA and China e-commerce markets,” J. Fash. Mark. Manag., vol. 23, no. 4, pp. 504–518, 2019, doi: 10.1108/JFMM-01-2019-0010.
R. Velazquez and S. M. Chankov, “Environmental Impact of Last Mile Deliveries and Returns in Fashion E-Commerce: A Cross-Case Analysis of Six Retailers,” IEEE Int. Conf. Ind. Eng. Eng. Manag., pp. 1099–1103, 2019, doi: 10.1109/IEEM44572.2019.8978705.
S. Yan, X. Xu, and Y. Bian, “Pricing and Return Strategy: Whether to Adopt a Cross-Channel Return Option?,” IEEE Trans. Syst. Man, Cybern. Syst., vol. 50, no. 12, pp. 5058–5073, 2020, doi: 10.1109/TSMC.2020.2964560.
M. M. Lastner, P. Fennell, J. A. G. Folse, D. H. Rice, and M. Porter, “I guess that is fair: How the efforts of other customers influence buyer price fairness perceptions,” Psychol. Mark., vol. 36, no. 7, pp. 700–715, 2019, doi: 10.1002/mar.21206.
Y. Lei, Q. Liu, and S. Shum, “Managing return policies with consumer resale,” Nav. Res. Logist., vol. 69, no. 2, pp. 241–256, 2022, doi: 10.1002/nav.22004.
Published
2022-12-25
How to Cite
MARYANI, M., ALIANTO, H., & WIGUNA, C. (2022). GOODS RETURN FACTORS IN ONLINE SHOPPING TRANSACTIONS. ICCD, 4(1), 187-191. https://doi.org/10.33068/iccd.v4i1.462
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