What are the key success factors of in-store online order returns? A retail and e-commerce omnichannel strategy of supply-chain management applied to H&M Online
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FIEVEZ_86292100_2024.pdf
Embargoed access from 2034-09-30 - Adobe PDF
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FIEVEZ_86292100_2024_APPENDIX1.pdf
Embargoed access from 2034-09-30 - Adobe PDF
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- Abstract
- Since the Covid-19 crisis, and with it the growth of online shopping and homeworking, our purchase habits have changed: consumers are increasingly buying online, abandoning thus physical stores. Since these online sales sites are available 24/7, they offer ease of purchase and receipt of the package at the customer's home, at a pick-up point or even in a store. However, they do not allow the customer to touch or try the product, which generally leads to high parcels return rate. With a view to omnichannel strategy of online parcel returns management, this final thesis will consist in analyzing the key success factors of returning an online order in an H&M store. The objective is to highlight what works well and the steps to improve from a logistical, economic, commercial or customer satisfaction point of view.