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

The impact of the COVID-19 pandemic on the implementation of consumer returns

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.

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



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