Many (Un)happy Returns? Dr. Tom Robertson examines the nature of retail returns.

The sheer magnitude of product returns should give anyone interested in retailing pause: in 2018, out of the $3,688 billion in total retail sales, $369 billion – roughly 10%! – were returned to retailers post-purchase (National Retail Federation, 2018). Of course, the headline number alone does not tell the whole story. Read Tom Robertson’s research in the Journal of Retailing.