Abstract
Product returns in retail are inherently wasteful and have considerable negative environmental impacts. Besides the monetary costs, they lead to increased transportation, packaging and processing, and the returned items are often discarded. We present strategies and practices retailers can adopt to manage their product returns in a way that reduces environmental impacts. With eCommerce flourishing, product returns have increased significantly. Whilst highest for online sales, they are a challenge across all channels. The importance of developing sustainability management in operations and supply chains is evident from the growing body of literature, but there is a gap regarding the management of product returns in a more environmentally sustainable manner. To address this gap, we interviewed multichannel retailers, retail experts and return service providers operating in the UK and North America. The findings reveal that although retailers have started paying attention to the financial impact of returns, there is little awareness of the scale of environmental impacts. In addition, retailers lack a comprehensive approach to addressing the environmental impact of product returns. Based on our findings, we (1) unpack the barriers inhibiting retailers from developing environmental sustainability plans in returns management, (2) present a set of strategies for retailers to reduce the environmental impact of returns and (3) develop a framework for environmental sustainability in returns management. Our findings and proposed framework have implications for research and practice on addressing the environmental impact of product returns.