Customer Returns in E-commerce: Jyväs-Caravan Oy

Abstract

Shopping online has revolutionized the way people purchase products. It is a constantly growing industry and there is not many products or items one can’t order online. This creates a lot of opportunities but with opportunities come challenges. Customer returns are more and more frequent in the world or e-commerce. It has a huge impact in companies’ costs and there for many are trying to figure out ways to combat this issue.

Objectives of this research was to find the main reasons for customer returns at Jyväs-Caravan’s online store and how to reduce them. Data was gathered from customer return forms the customers at Jyväs-Caravan are asked to fill. These forms were then analyzed to figure out the main reasons for their cus-tomers to return products they have ordered.

It can be determined that the research successfully identified the main reasons for online customer re-turns at Jyväs-Caravan Oy. Research shows the necessity of high quality product descriptions. There is a clear link between product descriptions and customer returns, therefore improving product descriptions will substantially lower the amount of customer returns.