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Product returns management: a comprehensive review and future research agenda

Author

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  • Priya Ambilkar
  • Vishwas Dohale
  • Angappa Gunasekaran
  • Vijay Bilolikar

Abstract

Product return is a critical issue due to the uncertainty associated with the price, demand, and quality of the product. Thus, businesses must improve their information transparency to administer the product return behaviour of the end-user. Different studies so far have contributed to developing solutions to manage product return issues. This paper provides a comprehensive review of the literature on the product returns management domain to provide the scientific landscape map of existing studies for exploring the state of the current body of knowledge. A systematic literature review of existing literature, quantitative bibliometric analysis, and in-depth content analysis are conducted to accomplish the purpose. A total of 518 published articles from January 1986 to November 2020 are selected, reviewed, classified, and analysed in this study. We classified papers into six identified PRM categories, namely product recovery, forecasting product returns, consumer behaviour, return policy, uncertainty, and technology. Finally, we blended the state-of-the-art research and outlined the future research agenda concerning various themes, methodologies used, and aspects like lean, agility, and disruption in PRM based on research gap analysis.

Suggested Citation

  • Priya Ambilkar & Vishwas Dohale & Angappa Gunasekaran & Vijay Bilolikar, 2022. "Product returns management: a comprehensive review and future research agenda," International Journal of Production Research, Taylor & Francis Journals, vol. 60(12), pages 3920-3944, June.
    • Handle: RePEc:taf:tprsxx:v:60:y:2022:i:12:p:3920-3944
    DOI: 10.1080/00207543.2021.1933645
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    Cited by:

    1. Guo, Xiongfei & Chen, Jing, 2023. "Manufacturer’s quality improvement and Retailer’s In-store service in the presence of customer returns," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 177(C).
    2. Danni Zhang & Regina Frei & Gary Wills & Enrico Gerding & Steffen Bayer & Prince Kwame Senyo, 2023. "Strategies and practices to reduce the ecological impact of product returns: An environmental sustainability framework for multichannel retail," Business Strategy and the Environment, Wiley Blackwell, vol. 32(7), pages 4636-4661, November.
    3. Hu, Jianhao & Zhang, Xuan & Chen, Hanyu(Yuki) & Li, Wanyue, 2024. "When it rains, it pours? The impact of weather on customer returns in the brick-and-mortar retail store," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    4. Goedhart, Joost & Haijema, René & Akkerman, Renzo, 2023. "Modelling the influence of returns for an omni-channel retailer," European Journal of Operational Research, Elsevier, vol. 306(3), pages 1248-1263.
    5. Das, Lipsa & Kunja, Sambashiva Rao, 2024. "Why do consumers return products? A qualitative exploration of online product return behaviour of young consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    6. Guo, Xiongfei & Chen, Jing & Wu, Jie & Zhang, Tinglong & Zhang, Hui, 2024. "Returns policy, in-store service, and contract strategies in the presence of customer returns," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 186(C).

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