A Research On Return Logistics Of E-Commerce

E-commerce thrived in the1990s in china, after more than twenty years’ development, it has entered a rapid development phase in our country. E-commerce brought huge economic benefits to businesses and individuals, at the same time, e-commerce enterprises are also faced with the optimizing problem of their returns management. Along with the increase of transactions, the quantity of returns also increased. At present, China’s e-commerce returns management is still in its infancy, and it is short of theoretical bases and practical experiences relatively. The quality of returns management decides the success or failure of the e-commerce businesses, because it directly affects the customer satisfaction and loyalty, and then influences the sales and operating profits of e-commerce businesses, therefore, the study on returns management has certain theoretical and practical significance.Based on the background above, along with the the empirical study about consumer online shopping in Nanjing, the paper analysis the return reason, the return process and the return policy,etc of E-commerce transactions. The results of the study have shown that the product quality, as well as personal preferences and return policies and so on are the main factors that affect consumers’ attitudes about return. This paper argues that in order to improve the enterprise management level, It is important to improve the construction of e-commerce platform, make return policies which are suitable to the enterprise, shorten the processing time of the return process, choose the appropriate return logistics mode and all the other methods, looking for the prioritization scheme of the returns management.