Research On Return Cost Control Of B2C E-commerce Enterprises

According to the 2021 E-commerce Industry Data Report,the return rate of clothing,shoes,and boots products in the B2 C e-commerce field is generally as high as 20% to 30%or even about 40%.In contrast,the return rate of physical channels is only between 5% and8%.One important reason for the difference is that the B2 C e-commerce industry sells through online channels,and consumers cannot try on or try out products themselves.Instead,they only see pictures and introductions of the products on the website.Therefore,there are many reasons that result in higher return rates than physical stores due to inappropriate sizes,styles,and physical discrepancies.For B2 C e-commerce enterprises,high return rates not only bring high return costs,but also affect customer service satisfaction and devour corporate profits.In such fierce stock market competition,e-commerce enterprises must effectively control return costs if they want to develop steadily and sustainably.This article comprehensively analyzes and discusses the problems existing in the return cost control of PY e-commerce companies.Through investigation and data analysis of multiple departments of the company,it is found that PY e-commerce Company has three major problems in controlling return costs: lack of analysis of the reasons for product returns;the accuracy of return volume prediction is not high;the return management is not scientific.The high return cost has also had a negative impact on customer service.Based on the above issues,we have proposed a series of specific recommendations to address these issues.Firstly,we conducted a detailed analysis of the reasons for product returns from the perspectives of consumers and businesses,and proposed a series of countermeasures for consumers and businesses,including optimizing customer experience,improving quality management of businesses,to reduce the rate of product returns.Secondly,based on historical data and return volumes,we used the ARIMA model to accurately predict store return volumes.Through improved prediction accuracy,PY Company can more accurately formulate return processing strategies and measures,thereby reducing the company’s return costs.Finally,we propose a series of overall measures to address the overall problems of PY Company,including establishing a return management organization,optimizing the return management mechanism,and improving warehouse management to improve the control and management of return costs.Through the implementation of these measures,PY Company can achieve comprehensive return cost control at a low cost,enhance the market competitiveness of the enterprise,and further improve customer satisfaction.