Managing returns in e-business

This paper is a discussion of managing returned goods in e-business. After a discussion of literature on reverse logistics management issues it also discusses some preliminary findings of a research project undertaken with the Australian ebusiness organisations. The major findings indicate that a good return management process supports customer relationship management and enables capturing value by reselling, redistributing and repairing returned products. It highlights that effectively managing returns in e-business sales allows recapturing value from products, however, most organizations do not have reverse logistics as a business process in their organization. The findings suggest that reverse logistics management is an important e-business process