GOODS RETURN FACTORS IN ONLINE SHOPPING TRANSACTIONS

Technology is developing rapidly every year. Technological developments also change a person's habits or behavior in doing something, one of which is shopping. Currently, shopping can be done anywhere and anytime without having to visit the store directly. However, shopping transactions through online media do not always run smoothly. Sometimes there are also buyers who feel disappointed because the quality or quantity of goods sent by the seller does not match with the description. If this happens, usually the buyer will ask to return the goods to the seller. The purpose of this study is to find out more about the factors that cause buyers to return goods to sellers. This study uses a qualitative method with the PRISMA (Preferred Reporting Items for Systematic Review and Meta-Analysis) Systematic Literature approach. The search results for journals or related papers published were 31 journals and 24 journals or papers were adopted as material for this research. With this e-commerce purchase return intention model, it is hoped that it can provide good insight for the provider e-commerce, e-commerce partners (retailers), and e-commerce consumers so that in practice each party can act without harming each othe