Why Asos should be wary of banning customers returning unwanted goods

By Nic Sanders, Senior Lecturer in Management and Marketing, University of Westminster

Shopping for clothes online is a risky business. How do you know if that top will be a good fit, or those shoes will definitely be the right colour? One popular solution to this predicament is to order lots of tops and lots of shoes, try them on at home, and send back all the ones you don’t want – often at no cost.

But that tactic can be expensive for the fashion retailer, which needs to pay for all those deliveries and returns. And now Asos, which sends millions of shipments every month, has started banning some customers for over-returning items – prompting something…

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