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            <title xml:lang="en">E-commerce and returns management: the other side of the show</title>
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                <title xml:lang="en">E-commerce and returns management: the other side of the show</title>
                <title xml:lang="fr">E-commerce et gestion des retours : l'envers du décor</title>
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              <p>Electronic commerce, or e-commerce, is growing faster and faster due to the variety of choices, price transparency between retailers, the availability of discounts and the increasing penetration of the Internet worldwide (Nanayakkara et al., 2022). Statista (Global retail e-commerce market size, 2021) reported 228% growth in global e-commerce sales between 2014 and 2020. This rapid expansion has made the e-commerce supply chain more complex. The growth in e-commerce sales in France is accompanied by a high product return rate approaching 39% (FEVAD , 2022). Against this backdrop, e-tailers have no choice but to implement solid strategies to build customer loyalty by offering the most competitive "product return" solutions on the market. In this article, we'll look at the alternatives offered by the three best French companies specializing in "returns management" services for e-commerce sites. To this end, we will draw on qualitative surveys carried out with the managers of these companies. The results demonstrate, for the first time, how these service providers perceive the e-commerce business and how to reinvent the returns management process.</p>
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              <p>Le commerce électronique ou e-commerce se développe de plus en plus vite en raison de la variété des choix, de la transparence des prix entre les détaillants, de la disponibilité des remises et de la pénétration croissante d'Internet dans le monde. (Nanayakkara et al., 2022). Statista (Global retail e-commerce market size, 2021) a fait état d'une croissance de 228 % des ventes mondiales de commerce en ligne entre 2014 et 2020. Cette expansion rapide a rendu la chaîne d'approvisionnement du commerce électronique plus complexe. La croissance des ventes du e-commerce en France s'accompagne d'un taux de retour produit élevé avoisinant les 39% (FEVAD , 2022). Dans ce contexte, les e-commerçants n’ont d’autres choix que de mettre en œuvre de solides stratégies pour fidéliser leurs clients en proposant des solutions « retour produits » les plus compétitives sur le marché. Dans cet article, nous étudierons les alternatives proposées par les trois meilleures entreprises françaises spécialisées dans le service « gestion des retours » pour les sites e-commerce. A cet effet, nous nous appuierons sur des enquêtes qualitatives réalisées auprès des dirigeants de ces entreprises. Les résultats démontrent pour la première fois la perception de ces prestataires sur les activités e-commerce et la manière de réinventer le processus de gestion des retours.</p>
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