Purpose: The Covid-19 pandemic affected customers' shopping and returns behaviours and significantly aggravated the problem of high product returns rates and returns fraud. Measures for public health and safety resulted in retailers modifying their returns processes. This study describes the...

Purpose: Retail businesses aim to give customers a positive experience when shopping in their stores or online channels. Easy or "frictionless" product returns are part of this experience, which is hoped to encourage additional purchases. However, customer-friendly policies lead to increased...