Facilitation of Return Processing as a Customer Experience

Abstract

With the amendment of the Specified Consignment Commercial Transactions Law, when advertising the sales conditions of goods by mail order, it is stipulated that a special return contract for goods and rights and the matters should be displayed. If no return policy in the advertisement can be seen, the product can be returned at the consumer's expense within 8 days. Therefore, it is expected that the number of returns and exchanges will increase more than ever. Therefore, from the perspective of an EC (online mail order) business operator, this study will consider the policy of prompt, safe and secure return response which is trusted by the purchaser and the setting of the return acceptance level in the management strategy, based on specific case studies as a CX, or Customer Experience.