Product returns is a widespread phenomenon associated with online retailing, where both consumer behavior and retailers' operation decisions are inextricable topics. To improve the returns experience, retailers have forayed into omnichannel return operations and consumers are sophisticated...

Relations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive....