Analysis of the misuse of customer-friendly returns services in e-commerce by ultimate consumers (B2C)

  • Mona Sonntag


The present paper deals with the question of which consumers take advantage of the customer-friendly returns service and whether consumers are aware of the consequences of account blocking. Against the background of this question, it is of interest whether abuses are more likely to be committed by consumers who additionally cause many returns, or whether there is no discernible difference.