Managing products return: an examination of the practices of online retailers

Abstract

Management of products return is an integral part of online retailing as the volume of sales and purchase returns are increasing along with the extensive use of technology in retailing. It is often proved as costly for the business whereas can be an effective tool for retaining customers if handled properly. Therefore the management of products return needs special attention by the merchants. This study examines 32 online retailers in Bangladesh and concludes with effective practices regarding the administration of products return management, reverse logistics supply channel and returned products related dispute resolution through some hypotheses testing.