The growth of e-commerce has been exacerbated with the coronavirus pandemic and subsequent lockdowns, which encouraged people who don’t shop online regularly to do so even more often.

Customers are now taking it for granted that they can place an order for a pair of shoes or a box of chocolates in minutes using our mobile devices. Though e-commerce brings many benefits to customers and retailers, issues like product returns appear to be more frequent compared to store sales.

In this webinar we highlight the strategic importance of managing product returns and discuss the implications for your online strategy, margins and bottom line, customer value proposition and environmental sustainability.

This webinar will:

  • Discuss the impact of returns on retailers’ supply chain operations
  • Connect returns management with sustainability and customer value proposition
  • Provide a practitioner perspective on managing returns in an omni-channel operation


Professor Michael Bourlakis, Cranfield School of Management

Associate Professor Mike Bernon, Centre for Logistics, Procurement and Supply Chain Management, Cranfield School of Management

Carl Ford, Commercial Returns Manager, Halfords


10:00–10:05  Welcome – Professor Emel Aktas
10:05–10:15  Product Returns & Retail Operations – Professor Michael Bourlakis
10:15–10:30  Managing the Retail Return Nightmare – Associate Professor Mike Bernon
10:30–10:45  Returns in an Omni-Channel World – Carl Ford
10:45–11:00  Questions from participants


This webinar is hosted by Zoom. You will need to download the Zoom application and be logged in to your Zoom account to be able to access the webinar. You can create a free Zoom account; you do not need a paid subscription with Zoom. You will need a reliable internet connection.

Register via Eventbrite