Supply Chain Analysis on Product Returns from Online Purchase Transactions: Customer’s Experiences

The present study was carried out to analyzethe product returns and associated costs to the customer, when the products are purchased online and returned to the supplier. Supply chain management links the manufacturers to the customers through intermediaries. Some of online purchase transactions made by customers and needed to return the products due to non-acceptability by customers for several reasons are studied. Customer responses are collected through a survey from 114 respondents in respect of return of goods, reasons of product return and costs associated with the return. Satisfaction level of customers against reputed online E-Commerce companies' viz., Amazon, Flipcart, Club factory, Snapdeal are collected and analyzed. From the results it is found that Majority of popular online E-commerce companies are not troubling customers through return charges. Only 7.1% respondents paid return charges. Majority of people found satisfied on the issue of return charges.