Sociala medier som kommunikationskälla för returpolicy

Sammanfattning: Background: E-commerce has with the rapid development of social media created conditions for E-tailers to become more consumer focused and social. The lack of possibility to physically examine products before purchasing has led to loss of revenue as a consequence of increased number of returns. Logistic management regarding returns must focus on optimizing the use of networks, a tool for this is social media. The usage of social media is extra important for clothing retailers because it creates further dimensions to the consumer experience and at the same time consumers use social media as an extended source to find information about companies. An optimal way of using social media is therefore an important success factor for clothing e-tailers. Purpose: The purpose with the study is to create knowledge regarding consumers desire about how e-tailers within the clothing industry should communicate their return policy by using social media. Methodology: The qualitative study is based on a deductive approach where the data has been collected through semi-structured interviews. Conclusion: The result of the study indicates that consumers wish that e-tailers within the clothing industry offers a function for chat on their social medias and their webpages for information and interaction regarding their return policy.