Russian Federation
The paper presents a simulation model of the functioning of the online store's return department based on a discrete event approach. The model takes into account the multi-stage process of processing returns: receiving goods, checking the condition, processing documents, deciding on a refund or exchange, as well as moving goods to the warehouse. Three scenarios of the department's work organization have been modeled. The results of the experiment showed that it is possible to reduce the average return processing time, reduce costs and reduce the proportion of errors in decision-making.
simulation modeling, refund department, e-commerce, discrete event model, business process optimization, refund logistics
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