PROBLEMS OF RETURNS MANAGEMENT IN E-COMMERCE

This article provides an overview of common returns management problems in e-commerce. The causes of e-commerce reverse material flows appearence have been elucidated. The main advantages of effective returns management in e-business are presented. The main difficulties that occur during the product return process are outlined. It is grounded that returns management is not basic in organizing logistics flows, and usually is outsourced, which ultimately leads to increased costs; there is the purpose for significant investments in the organizing of returns management processes; there is the likelihood of significant costs for the restoration of returned goods. But efficient returns management gives a lot of benefits to online sellers such as: attracting additional customers through increasing trust in the seller; increasing the likelihood of repeated purchases by consumers who could return the goods without any problems; re-sale of returned products minimizes the losses associated with refusal to purchase an already delivered product; reducing the risk of unexpected returns; research on the history of returns of certain goods will allow sellers to take measures to improve their quality or refuse appropriate sales in the future. Particularly important is the need to reasonably minimize the costs of returns management, which can be achieved by: discontinuation of sales in “unfriendly markets”; a thorough study of the dynamics of sales and the reasons for the return of goods in past periods; the highest informing on the Internet pages about parameters of the product; strengthening of the control over the proper packing of the ordered goods; cooperation with proven logistics companies in order to minimize possible damage to goods during transportation. Implementation of efficient returns management for online sellers will provide an opportunity to effectively update the strategy of supply and sales and will generate additional competitive advantages, increasing the level of consumer confidence.