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Dr Kateryna Lysenko-Ryba
ORCID: 0000-0003-1560-1063

Dr Kateryna Lysenko-Ryba

Doctor of social sciences in the discipline of management and quality science. Vice-Dean of the Management College for Logistics at the University of Information Technology and Management in Rzeszów. Assistant professor at the Department of Logistics and Process Engineering. Co-founder of the Logistics Science Club LOGIKON. Her research interests focus on reverse logistics, customer service management, smart city and CSR. Author of numerous articles on TSL. She completed research internships at the University of Vaasa (Finland), at the European University in Madrid (Spain), at the Pompeu Fabra University in Barcelona (Spain) and at the Niccolo Cusano University in Rome (Italy).

DOI: 10.33226/1231-2037.2022.8.3
JEL: D18, L81, L67

Adapting the return policy to the changing market situation became particularly important challenge during the COVID-19 pandemic. A well-developed and liberal return policy was a determinant of the overall level of service offered by the company for consumers and contributed to increasing customer loyalty. While there is a great deal of research available that looks at characteristics of e-commerce in general, relatively there is little known about the extent of consumer returns, particularly in relation to the current impact of the COVID- 19 pandemic. However, such data is necessary for a number of reasons. For example, to better prepare the pricing policy or to calculate the profitability of a selected e-commerce business model. The aim of the article is to present the changes taking place in the consumer return policy both in stationary and online transactions during the COVID-19 pandemic. The consumer regulations of various retail stores, from the fashion industry, will be analyzed.

Keywords: returns; returns policy; customer service; COVID-19 pandemic