E-Commerce redefining Product Return Policies in India

Realizing the importance of reverse logistics in the digital economy and with the mindset of a pioneer, The Confederation of Indian Industry Institute of Logistics (CII) presented the first ever conference on “E-Commerce redefining Product Return Policies in India” with the support of GreenDust. The conference addressed the questions on changing customer behaviour in the emerging digital economy and how e-commerce companies can utilize effective returns management to grow business while increasing customer satisfaction and profitability.  GreenDust was chosen as a partner for the event thanks to its market position as the largest player in the Indian Reverse Logistics Space.  


Mr K V Mahidhar, Deputy Executive Director & Head – CII Institute of Logistics said, “Buying-behaviour of Consumers is changing drastically with the growing popularity of e-Commerce channels in India. While the forward supply chain is getting matured with time, reverse logistics on the contrary is still in a stage of evolution in these online channels, leading to either consumer dissatisfaction or non-profitable operations. This conference provided a platform for all key players to identify areas of collaboration in ecommerce keeping long term business impact in mind.”

The conference focussed on the following key dimensions:

  • Understand the evolution of e-Commerce business in India
  • Identify challenges and possible solutions in reverse logistics
  • Establish a common platform for the industry to share their experiences
  • Seek involvement & support from the investor community, government bodies & market leaders to address applicable industry wide challenges in this area

Mr. Hitendra Chaturvedi, Event Chairman – Reverse Logistics 2015, Member , CII – Institute of Logistics advisory council and CEO, GreenDust said, “We are pleased to partner with CII in this effort as wherein effective returns management needs to be understood not only as key building block of holistic supply chain, but also as a competitive weapon.  We have deliberately brought together e-commerce, traditional retail, logistics and transportation, manufacturers, service providers, and regulatory experts under one umbrella to discuss issues pertaining to returns management.”

Some of the areas touched upon during the Conference included Industry perspective on returns, Changing Customer Perspectives between Online and Offline Channels, Changing buying behaviour due to changing return policies, Tax, Legal and Statutory Implications of Online Returns, amongst others. Several notable companies were present at the conference. Amongst them were Flipkart, Snapdeal, GreenDust, Reliance Digital, Motorola, Infibeam, Khaitan & Co., Blue Dart, One Assist, Lightbox, Bluestar, DHL, and many more.

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