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Case
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Reference no. 9B16ES039
Spanish language
Published by: Ivey Publishing
Originally published in: 2019
Version: 2017-01-03
Revision date: 12-Nov-2019
Length: 7 pages
Data source: Published sources

Abstract

This is a Spanish version. In 2015, Snapdeal, an e-Commerce company in India, faced a supply chain situation in reverse logistics. In conforming to the industry trends, the company had a policy on assured product returns, which led to most customers returning to an online merchant for future purchases. However, by the end of 2015, the estimated worth of products returned under the Indian e-commerce platform was USD800 million to USD1 billion. The rate of returns of online products could add substantial logistics costs to each product return, hampering the industry's growth. Snapdeal had some serious questions to address. Should it reverse its policy and not give customers a chance to return products? Should the company connect organizations and retailers with customers and derive valuable feedback from them? Should Snapdeal alter its product return policy in favour of a free returns or no questions asked return policy? Would corrective action be required for the e-Commerce industry so companies like Snapdeal could create a return policy for customers who had legitimate reasons to return products?
Location:
Industry:
Size:
Large
Other setting(s):
2015

About

Abstract

This is a Spanish version. In 2015, Snapdeal, an e-Commerce company in India, faced a supply chain situation in reverse logistics. In conforming to the industry trends, the company had a policy on assured product returns, which led to most customers returning to an online merchant for future purchases. However, by the end of 2015, the estimated worth of products returned under the Indian e-commerce platform was USD800 million to USD1 billion. The rate of returns of online products could add substantial logistics costs to each product return, hampering the industry's growth. Snapdeal had some serious questions to address. Should it reverse its policy and not give customers a chance to return products? Should the company connect organizations and retailers with customers and derive valuable feedback from them? Should Snapdeal alter its product return policy in favour of a free returns or no questions asked return policy? Would corrective action be required for the e-Commerce industry so companies like Snapdeal could create a return policy for customers who had legitimate reasons to return products?

Settings

Location:
Industry:
Size:
Large
Other setting(s):
2015

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