Optimal Design of Customer Returns Policy and its Impact on Supply Chain

客户退货政策的优化设计及其对供应链的影响

• 批准号: RGPIN-2016-05008
• 负责人: Chen, Jing(Jenny)
• 金额: $ 1.75万
• 依托单位: Dalhousie University
• 依托单位国家: 加拿大
• 项目类别: Discovery Grants Program - Individual
• 财政年份: 2017
• 资助国家: 加拿大
• 起止时间: 2017-01-01 至 2018-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=636710
• 关键词: Optimal; Design; Customer; Returns; Policy

Product returns have become a major challenge in the retail industry, as they are both significant and costly; the average customer returns rate is 8.9% and the monetary value of returns was $28 billion in 2013 in Canada. Return rates of some fashion items can be as high as 74%. Research, however, shows that only about 5% of customer returns are due to defects. Customer returns policies range from “100% Money Back Guarantees” to “no refunds.” They influence customers’ purchase and returns decisions as well as retailers’ pricing and order decisions, and thus impact the performance and profitability of supply chains. The return, processing, resale, reuse, and/or disposal of products also have environmental and social consequences, and are therefore critical to supply chain sustainability.

产品退货已成为零售业的主要挑战，因为它们既重要又昂贵; 2013年加拿大的平均客户退货率为8.9%，退货的货币价值为280亿美元。一些时尚单品的退货率可高达74%。然而，研究表明，只有约5%的客户退货是由于缺陷造成的。客户退货政策从“100%退款保证”到“不退款”不等。它们会影响顾客的购买和退货决策以及零售商的定价和订单决策，从而影响供应链的绩效和盈利能力。产品的返回、加工、转售、再利用和/或处置也会产生环境和社会后果，因此对供应链的可持续性至关重要。