Giuliano Enea
The returns management in e-commerce: processes and strategies.
Rel. Anna Corinna Cagliano, Giada La Scalia. Politecnico di Torino, Corso di laurea magistrale in Ingegneria Gestionale (Engineering And Management), 2026
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Abstract
The objective of this thesis is to describe the product return processes in e-commerce, analyse consumer behaviour, and examine the strategies that companies can implement in order to: prevent returns, safeguard corporate profitability, minimise the negative effects of returns, and transform returns from a problem into a source of value for the firm. Furthermore, in order to operationally define the most appropriate strategy to adopt, a decision optimisation model related to returns management is proposed.
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