University of Twente Student Theses


Reverse supply chain performance in the online free return environment

Koers, L.V. (2018) Reverse supply chain performance in the online free return environment.

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Abstract:Online retailers offer free shipping and/or returns to bind customers to them. When a customer decides to return a product, the reverse supply chain comes into play. The increasing stream of returns does not only influence companies internally, but also externally, namely the supply chain partners. Free return policies can help to maximize profitability, that is why those policies should not be abandoned, but optimized. The purpose of this research is to give an indication of the change in workload throughout the supply chain. Supply chain specialists of the biggest online retailers operating in the Netherlands were asked to assess the amount of returns that pass each of their reverse supply chain partners. Logically, the online retailer has the highest increase in workload, followed up by the transport services and drop-off points. Increasing streams of returned goods make it hard for online retailers to check everything in-house. An upcoming market therefore, is to become an outsourced (or sometimes, in-house) partner for checking and repairing returned goods.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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