Title: Major reasons for returns during online purchase in major cities of India

Authors: G. Thiyagarajan

Addresses: Sathyabama University, 2 Sengalini Amman Koil Street, Puludivakkam, Chennai – 600091, India

Abstract: Due to online penetration, the purchasing pattern of the Indian customers is changing. Purchasing happened through laptop yesterday becomes mobile by today. As the volume in online purchase is huge daily the returns also expected in a huge manner. Returns eat away the profits of online retailing industry. Central and state government restrictions are also forcing the online retailers to manage return effectively. So the organisations are taking measures to understand the reasons of returns by the customer in order to avoid pilferage due to returns. The aim of the study is to find the reasons of returns by the customer and enhance the online buying experience and reducing the returns. The empirical study and analysis will provide reasons for returns by the customer.

Keywords: logistics; supply chain management; reverse logistics; forward logistics; online retailing; India.

DOI: 10.1504/IJPM.2019.101232

International Journal of Procurement Management, 2019 Vol.12 No.4, pp.475 - 492

Received: 28 Nov 2017
Accepted: 29 Sep 2018

Published online: 29 Jul 2019 *

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