A Total Cost Analysis of the Return Process Online and in Store

Sammanfattning: We become more and more connected to the Internet and companies need to use new channels to reach customers. Online shopping has become an important activity in customers’ shopping behaviour and there is a need for fashion retailers to examine their logistics process. Depending on which return policies a company have returns can generate a significant cost. It is therfore interesting for companies to calculate the total cost of returns and to examine the effects of different return policies.