A study on the management of reverse logistics with special reference to online platforms

Abstract

Reverse logistics—the process of managing product returns, recycling, refurbishing, and disposal—has become a critical aspect of modern supply chains, particularly within the realm of e-commerce. As online shopping continues to dominate the retail landscape, the efficiency and transparency of reverse logistics systems significantly influence consumer satisfaction and brand loyalty. This study explores the management of reverse logistics with special reference to online platforms in India. Using a primary survey of respondents who regularly shop online, the research identifies key trends in consumer behavior, expectations regarding return policies, and challenges experienced in return or replacement processes. Findings reveal that a majority of online shoppers’ value hassle-free returns and consider them a deciding factor when choosing between platforms. Delays, tracking issues, and inadequate customer support emerged as common pain points. The study also highlights the importance of timely pickups, efficient reverse supply chain practices, and real-time tracking to improve customer experience.