A Study Reverse Logistics Management in E-Commerce Supply Chain in Palakkad City

Abstract

Reverse logistics has become a strategic necessity for e-commerce businesses as online shopping continues to expand rapidly. Reverse logistics involves process flows such as returns, repairs, recycling, and disposal of products, and is increasingly critical for operational efficiency, customer satisfaction, and sustainability. This study explores how reverse logistics is managed in the e-commerce supply chain in Palakkad City, focusing on practices, challenges, stakeholder roles, and performance outcomes. Using a mixed research approach consisting of primary surveys from local e-commerce consumers and logistics providers, and secondary data from company reports and literature, the study analyses key aspects such as return processing time, cost implications, reverse transportation, and information visibility. Results indicate that although e-commerce firms in Palakkad have instituted basic reverse logistics procedures, significant gaps remain in infrastructure, technological integration, and standardized policies. Findings highlight that effective reverse logistics management enhances customer loyalty, reduces costs, and supports environmental sustainability if integrated with real-time tracking systems, trained personnel, and centralized collection centers. The study recommends targeted strategies including collaborative partnerships, digitized tracking, and awareness programs.