Restoring the buyer–seller relationship through online return shipping: The role of return shipping method and return shipping fee

Relationships with consumers are critical to the success of online sellers. Online returns can detrimentally influence buyer–seller relationships and, thus, sellers should carefully approach restore their relationship consumers. Returns due consumer satisfaction-related reasons a significant and inevitable part e-commerce. This article focuses on how deal method fee aspects return shipping policy improve relationships. We also studied effects policies several pivotal perceptions repurchase intentions. A two-factor (integrated vs. separated shipping; free shipping), between-subject experiment was conducted. research revealed that both using an integrated offering lead better other responses. No interaction effect found between two factors.