Abstract: The aim of this publication was showing the place of returns in logistics customer service and highlighting the need to take care of returns, as a large part of them is caused by the abuse of the returns policy by customers. The research process included the development of research tool such as questionnaire. Surveys of anonymous nature were made by CAWI technique among individual customers from Poland on a sample 327 respondents. The research process carried out as well as the analysis of the obtained results allowed to respond to the research questions. As a result, it can be stated that returns play an important role in customer service management process. Moreover, consumers honestly admit to the abuse of return policies.
Keywords: Customer returns, Impulsive buying, Logistic customer service, Abuse of return policies
Recieved: 01.11.2020 Accepted: 20.04.2021 UDC: 339.162.34