The essential guide conveys the fundamentals of returns management in online retail. Frank Deges explains a variety of action options that online retailers can use to influence customer behavior through preventive and reactive measures, minimize the volume of returns, and reduce return costs. Online retailers should not take returns for granted, as a high return rate burdens the margin and can quickly put small online shops in a precarious situation. Additionally, it is demonstrated how the success of a company-specific returns strategy can be measured through key figures within the framework of returns controlling.