As a result, above and beyond purchase details, delivery package cues are likely one of the last opportunities for e-retailers to influence consumers' product return behavior (Garretson and Burton 2005).
However it turns out not to be a prohibitive cost because very few customers take LL Bean up on their offers of never-ending product returns or employee-expedited delivery.
The latter consist of sales order and payment processing, inventory control, product delivery and product returns handling.
So, Amazon would invest in infrastructure for the product returns — perhaps a fleet of delivery-style trucks that do pick-ups once a week, conveniently collecting items that customers don't want.
The encoding of this new data extension is optional, allowing LAS 1.3 to be used as the specification in normal multi-return delivery products.
The paper highlights other pressures on last-mile operators associated with managing seasonal peaks in demand; reduced lead times between customers placing orders and deliveries being made; meeting delivery time windows; first-time delivery failure rates and the need to manage high levels of product returns.
For example, a customer can buy a product in a webshop and choose either home delivery or in-store pickup, and may have similar options for product returns (see also Banker and Cooke 2013).
In sum, extra gifts and coupons in delivery packages may increase perceived utilities by creating additional utilitarian and hedonic experiences, which can ultimately reduce product returns.
Product returns are becoming inevitable across all industries and returns can occur at any time during the product lifecycle.
Buyers today expect an omnichannel experience where they can view product information, analyze activities, account history, take delivery, return and exchange across all channels.
They may be discontinued products, returned goods or broken products.
