2. Returns Score: When a customer returned three undamaged cellphone cases (with the sales receipt and within the 15-day policy) at a major retailer the salesperson told him he would be banned from making returns and exchanges for a year[1]. The returns ban was imposed based on a returns score developed by Retail Equation. The score is based on factors such as returning a high percentage of total purchases, returning a high dollar amount, returning without a receipt, returning after a certain period, returning items that tend to get stolen from the retailer, returning too many items within a short period, and returning just before a store closes. Discuss the development and use of customer value scores in business.

(i) Suggest one other feature that could be used in the Returns Score.

(ii) Which feature in the case is most liable to errors in interpretation and use?