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Rating e-Tailer's Money-Back Guarantees

: Posselt, Thorsten; Gerstner, Eitan; Radic, Dubravko


Journal of service research : JSR 10 (2008), No.3, pp.207-219
ISSN: 1094-6705
ISSN: 1552-7379
Journal Article
Fraunhofer IMW ()
money-back guarantee; return policy; partial refund; restocking fee; nonrefundable shipping; handling fee

Most e-tailers offer money-back guarantees (MBGs) on product returns, but coverage and durations of different policies vary significantly across e-tailers (taking into account restocking fees, shipping and handling fees, and coverage duration). To help consumers and e-tailers evaluate MBG policies, we developed three different MBGQual (money-back guarantee quality) indexes that measure the insurance protection, costs, and attractiveness of the MBGs to consumers. The usefulness of these indexes is illustrated by examining MBGs offered by electronic product e-tailers.