Returnless Partial Refunds: A Large-Scale Field Experiment in E-Commerce

doi:10.1287/mksc.2025.0618

DOI: 10.1287/mksc.2025.0618 ISSN: 0732-2399

Returnless Partial Refunds: A Large-Scale Field Experiment in E-Commerce

Lu Fang, Chunhua Wu, Zhe Yuan, Kaifu Zhang

A large-scale field experiment shows AI-enabled returnless partial refunds increase customer value and reduce operating costs while raising strategic-behavior risks.

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