The small company for which you work manufactures and sells camping equipment. Recently, the company’s management team decided to expand its sales efforts to include e-commerce. Barbara Kramer, the owner of the company, has read various articles indicting that consumers are dissatisfied with the merchandise return policies used by companies that sell online. She has asked you to prepare a report that provides information about merchandise return policies. State the problem, list the research factors, and indicate the way you would gather data.
Problem: To identify the online merchandise return procedures that work best for companies and customers.