Consumer Corner
Retailers that make it harder to return stuff face backlash from their customers
Huseyn Abdulla, University of Tennessee
In 2018, L.L. Bean ended its century-old “lifetime” return policy, limiting returns to one year after purchase and requiring receipts. The demise of this popular policy sparked backlash, with several customers filing lawsuits.
It also inspired my team of operations management researchers to study how customers respond when retailers make their return policies more strict. Our key finding: Whether they often or rarely return products they’ve purchased, consumers object – unless those retailers explain why.
I work with a group of researchers examining product return policies and how they affect consumers and retailers.
As we explained in an article published in the Journal of Operations Management, we designed experiments to study whether and why return policy restrictions irk customers. We also wanted to understand what retailers can do to minimize backlash after making it harder for customers to return stuff.
We conducted three experiments in which we presented scenarios to 1,500 U.S. consumers who played the role of loyal customers of a fictional retailer. We examined their reactions to the fictional retailer’s return policy restrictions, such as charging a 15% restocking fee and limiting open-ended return windows to 365, 180 and 30 days.
Participants became less willing to buy anything from the fictional retailer after it restricted its long-standing lenient return policy. They also said they would become less willing to recommend the retailer to others.
This occurred because the customers began to distrust the retailer and its ability to offer a high-quality service. The backlash was stronger when the restriction was more severe. Even those consumers who said they usually don’t return any products often reacted negatively.
When the fictional retailer announced its new, harsher return policy using official communication channels and provided a rationale, there was less backlash. Consumers found the changes more justified if the retailer highlighted increased “return abuse,” in which customers return products they’ve already used, or the high cost of processing returns.
You might presume that making it harder and more costly to return stuff could drive some shoppers away. Our research shows that the concern is valid and explains why. It also shows how communicating return policy changes directly with customers can help prevent or reduce backlash against retailers.
Why it matters
Americans returned products worth an estimated US$890 billion to retailers in 2024. Processing a single item typically costs $21 to $46. Most of this merchandise ends up in landfills.
The rise of e-commerce and other technological changes have contributed to this trend. Another factor is the ease with which consumers may return stuff long after making a purchase and get a full refund.
Many other retailers besides L.L. Bean have done away with their long-standing lenient return policies. Over the past decade, for example, Macy’s, a department store chain, and Kohl’s, a big-box clothing store chain, have shortened the time frames for returns.
Macy’s restricted its open-ended return window to one year in 2016, further winnowed it to 180 days in 2017, then to 90 days in 2019. It then stopped accepting returns after 30 days in 2023. Kohl’s didn’t have any time limit on returns it would accept until 2019. Then it imposed a 180-day limit. Others, such as fast-fashion giants Zara and H&M, now charge their customers fees when they return merchandise.
However, research shows that customers value no-questions-asked return policies and see them as a sign of high-quality service. And when these arrangements become the industry standard, customers can get angry if retailers fail to meet it.
Interestingly, most retailers that restricted their policies didn’t tell customers directly. Instead, they quietly updated the new policies on websites, store displays and receipts. Although not drawing attention to bad news might appear prudent – as most customers wouldn’t notice the changes that way – dozens of threads on Reddit about these changes suggest that this isn’t always true.
What still isn’t known
We focused on restrictions on refunds and how long after a purchase customers could return merchandise. Other restrictions, such as retailers making heavily discounted items ineligible for returns, could also be worth investigating.
The Research Brief is a short take about interesting academic work.
Huseyn Abdulla, Assistant Professor of Supply Chain Management, University of Tennessee
This article is republished from The Conversation under a Creative Commons license. Read the original article.
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Consumer Corner
Driving in Wet Summer Conditions: The Impact of Worn Tires on Stopping Distance
Wet Summer Conditions: As drivers prepare for summer road trips, navigating seasonal weather with worn tires can often be an overlooked safety concern.
Driving in Wet Summer Conditions: The Impact of Worn Tires on Stopping Distance
(Feature Impact) As drivers prepare for summer road trips, navigating seasonal weather with worn tires can often be an overlooked safety concern. For those living in regions that experience seasonal storms and heavy rainfall, ensuring their vehicle’s tires are properly maintained can mean the difference between stopping safely or being involved in an accident.
As tread depth decreases, tires’ ability to maintain grip on wet pavement diminishes, increasing both stopping distances and the likelihood of losing control. In fact, on roads with light rain is where the Federal Highway Administration reports 77% of weather-related crashes occur.
New testing revealed worn tires (approximately 4/32-inch tread depth) required 30-45% more stopping distance – equating to 44-67 additional feet, depending on the tire model – to bring an average car or sedan to a full stop when braking. During moderate and heavy rainfall, vehicles equipped with worn tires required more than 140 additional feet to stop – nearly half the length of a football field. This data comes from water depth stopping-distance testing performed from 60 miles per hour at Treadwell Research Park on behalf of Discount Tire, a leading independent retailer of tires and wheels with more than 1,275 stores in 40 states.
Summer weather can be unpredictable and with the chance of sudden storms expected this time of year, drivers should take extra precautions to ensure their tires can stop safely in wet conditions.
Drivers can use tools like Treadwell, Discount Tire’s online tire recommendation tool, to compare stopping distances of popular tire models in new and worn conditions. The tool evaluates tire options based on vehicle type, driving habits and local conditions – as well as decades of data and independent testing results – to provide recommendations based on each driver’s unique needs.
Before hitting the road, consider these expert tips:
Monitor Tire Tread Depth
Tread depth plays a critical role in wet-weather traction and stopping performance. Drivers can perform a quick tread check at home using a penny. Insert the penny upside down into a tread groove; if the top of President Lincoln’s head is visible, it’s time to replace the tire. If you’re not sure, head to a local tire retailer to have them check for you.
Know the Tires’ Age
As rubber compounds age, the rubber becomes harder and more susceptible to cracking and failure. To check a tire’s age at home, look at the DOT number stamped on its sidewall. Experts typically recommend replacing tires that are 6 years old or older, depending on condition and manufacturer guidance.
Rotate Tires on Schedule
Tires should be rotated every 6,000 miles, or earlier if uneven wear develops. Routine tire rotations help promote even wear and maximize tire life.
Check Tire Pressure Regularly
Tire pressure should be checked at least once a month when tires are cool, particularly before any long road trips, because ambient temperature changes as well as the impacts and pressures of bumps and turns can affect inflation levels. Underinflated tires can contribute to poor handling, excessive wear, reduced fuel efficiency and increased stress on the tires due to overloading.
To locate a neighborhood tire retailer near you to save on tires, wheels or windshield wipers, visit DiscountTire.com.
Photo courtesy of Shutterstock
SOURCE:
Discount Tire
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How to Protect Yourself from a Smartphone Scam
(Feature Impact) The first sign is unexpectedly losing access to your cell phone. Soon after, when you connect to Wi-Fi, the gravity of the situation sinks in: a criminal has gained access to your cell phone number and is trying to siphon money from your credit cards and bank accounts.
The scam is called SIM swapping, or SIM hijacking, and it’s a concern for law enforcement in the United States and abroad as more than 5,000 people have reported SIM swapping scams to the FBI since 2022. Older adults, caregivers and families can benefit from understanding the warning signs of SIM swapping and taking simple security steps to prevent it from happening.
How SIM swapping works
A SIM card, or its digital version known as an eSIM, helps connect a phone number to a carrier network. In a SIM swapping scam, a criminal collects basic information about their victim, such as their name, birthdate and address, to try to move the victim’s phone number to a SIM card or eSIM profile the criminal controls.
Once complete, the scammer gains access to accounts you may be logged into on your phone, such as bank accounts or credit card apps, without touching your phone or being near you.
How to protect yourself from SIM swapping scams
Preparation is the best protection against SIM swapping. Cell phone users should use strong, unique passwords for each online account – password managers are a helpful tool in creating complex and randomized passwords. Use two-factor authentication where it’s offered; this adds an extra layer of security when accessing sensitive accounts.
Next, consumers should protect personal information they share online, whether on social media or in texts or emails asking for identifying data, such as PIN numbers, birthdates or one-time security codes. Be wary of anyone pushing you to share personal information, particularly if they’re pushy with their request or make it sound urgent.
Check your mobile carrier to see if it offers SIM protection. For example, Verizon customers can toggle on a protection feature on the carrier’s website or app to lock lines on their account to help prevent SIM changes.
If you get an unprompted notification that your SIM has been changed, or otherwise suspect you’ve been targeted in a SIM swapping scam, contact your banks immediately and have them freeze your accounts, including ones the criminals may not have targeted yet. Next, work with your cell phone provider to help regain access to your mobile device. If you’re able, share as much information as possible with law enforcement so they can investigate, or at least document trends, in how often this scam occurs.
To find more advice to protect against smartphone scams, visit Verizon.com.
Photo courtesy of Shutterstock
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home improvement
Sleep Better This Summer with Breathable Bedding
Breathable Bedding: If warm summer temperatures have you tossing and turning at night, you aren’t alone. Heat is a common culprit behind seasonal insomnia and can make it difficult to get a good night’s sleep. When the body struggles to cool down properly, it may lead to restlessness, night sweats, and disrupted sleep patterns.
Sleep Better This Summer with Breathable Bedding
(Feature Impact) If warm summer temperatures have you tossing and turning at night, you aren’t alone. Heat is a common culprit behind seasonal insomnia and can make it difficult to get a good night’s sleep. When the body struggles to cool down properly, it may lead to restlessness, night sweats, and disrupted sleep patterns.
Watch this video to learn more
Before you reach for the thermostat, though, take some time to examine your bedroom setup. Switching to breathable bedding, like Bedsure PureWoven Bamboo Sheets, can help your body regulate its temperature better overnight. Made with bamboo-derived fibers, the sets include sheets, pillowcases, duvet covers, and comforters designed to keep you cool and comfortable while you sleep. The bamboo viscose material is moisture-wicking and smooth, and you can choose from a variety of colors to match your decor.
In addition to choosing bedding made with soft, breathable materials like viscose derived bamboo sheets bamboo, try using fans to promote better airflow in your bedroom. You can also improve your overall sleep quality by winding down with soft, dim lighting as you prepare for bed, and using blackout curtains to keep your space dark overnight.
Making simple swaps in your sleep environment can help you stay well-rested throughout the summer. Learn more at bedsurehome.com or search “Bedsure PureWoven Bamboo Sheets” on Amazon.
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