{"id":"https://openalex.org/W3136975539","doi":"https://doi.org/10.47750/cibg.2021.27.02.144","title":"Return Policy of E-retailers: An Extensive Review","display_name":"Return Policy of E-retailers: An Extensive Review","publication_year":2021,"publication_date":"2021-03-02","ids":{"openalex":"https://openalex.org/W3136975539","doi":"https://doi.org/10.47750/cibg.2021.27.02.144","mag":"3136975539"},"language":"en","primary_location":{"id":"doi:10.47750/cibg.2021.27.02.144","doi":"https://doi.org/10.47750/cibg.2021.27.02.144","is_oa":true,"landing_page_url":"https://doi.org/10.47750/cibg.2021.27.02.144","pdf_url":null,"source":{"id":"https://openalex.org/S5406982826","display_name":"Journal of Contemporary Issues in Business and Government","issn_l":"2204-1990","issn":["2204-1990"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Contemporary Issues in Business and Government","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.47750/cibg.2021.27.02.144","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5040626114","display_name":"Vikram Tyagi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"TYAGI, VIKRAM","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5044717645","display_name":"Vaishali Dhingra","orcid":"https://orcid.org/0000-0002-1611-7241","observed_orcids":["https://orcid.org/0000-0002-1611-7241","https://orcid.org/0009-0005-8788-3081"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"DHINGRA, VAISHALI","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9682,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.74149627,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":96},"biblio":{"volume":"27","issue":"02","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10328","display_name":"Supply Chain and Inventory Management","score":0.1704999953508377,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10328","display_name":"Supply Chain and Inventory Management","score":0.1704999953508377,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.17030000686645508,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.1574999988079071,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/return-policy","display_name":"return policy","score":0.9210000038146973},{"id":"https://openalex.org/keywords/e-retailers","display_name":"e-retailers","score":0.8489999771118164},{"id":"https://openalex.org/keywords/online-shopping-behavior","display_name":"online shopping behavior","score":0.8600000143051147},{"id":"https://openalex.org/keywords/consumer-buying-behaviour","display_name":"consumer buying behaviour","score":0.7799999713897705},{"id":"https://openalex.org/keywords/reverse-logistics","display_name":"reverse logistics","score":0.7850000262260437},{"id":"https://openalex.org/keywords/forward-logistics","display_name":"forward logistics","score":0.6470000147819519},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7160000205039978},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.5989999771118164},{"id":"https://openalex.org/keywords/consumer-attitudes","display_name":"consumer attitudes","score":0.6320000290870667},{"id":"https://openalex.org/keywords/defective-items","display_name":"defective products","score":0.6309999823570251},{"id":"https://openalex.org/keywords/repeat-purchase","display_name":"repeat purchase","score":0.44600000977516174}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6604340076446533},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.6576676964759827},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6107140183448792},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.5620945692062378},{"id":"https://openalex.org/C168031717","wikidata":"https://www.wikidata.org/wiki/Q1530280","display_name":"Balance (ability)","level":2,"score":0.49924731254577637},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.4168757200241089},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.33477547764778137},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C99508421","wikidata":"https://www.wikidata.org/wiki/Q2678675","display_name":"Physical medicine and rehabilitation","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.47750/cibg.2021.27.02.144","doi":"https://doi.org/10.47750/cibg.2021.27.02.144","is_oa":true,"landing_page_url":"https://doi.org/10.47750/cibg.2021.27.02.144","pdf_url":null,"source":{"id":"https://openalex.org/S5406982826","display_name":"Journal of Contemporary Issues in Business and Government","issn_l":"2204-1990","issn":["2204-1990"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Contemporary Issues in Business and Government","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.47750/cibg.2021.27.02.144","doi":"https://doi.org/10.47750/cibg.2021.27.02.144","is_oa":true,"landing_page_url":"https://doi.org/10.47750/cibg.2021.27.02.144","pdf_url":null,"source":{"id":"https://openalex.org/S5406982826","display_name":"Journal of Contemporary Issues in Business and Government","issn_l":"2204-1990","issn":["2204-1990"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Contemporary Issues in Business and Government","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":77,"referenced_works":["https://openalex.org/W150880528","https://openalex.org/W560527333","https://openalex.org/W656882525","https://openalex.org/W1482972324","https://openalex.org/W1500783230","https://openalex.org/W1549731857","https://openalex.org/W1552910566","https://openalex.org/W1586081719","https://openalex.org/W1791587663","https://openalex.org/W1967353358","https://openalex.org/W1972898067","https://openalex.org/W1973028484","https://openalex.org/W1975694814","https://openalex.org/W1980862740","https://openalex.org/W1982457448","https://openalex.org/W1982935960","https://openalex.org/W1984224893","https://openalex.org/W2000198352","https://openalex.org/W2002072908","https://openalex.org/W2002843259","https://openalex.org/W2006505336","https://openalex.org/W2008202927","https://openalex.org/W2008515441","https://openalex.org/W2009260120","https://openalex.org/W2010777378","https://openalex.org/W2011639028","https://openalex.org/W2012005384","https://openalex.org/W2028184439","https://openalex.org/W2028934823","https://openalex.org/W2029539553","https://openalex.org/W2030227729","https://openalex.org/W2030663252","https://openalex.org/W2032004715","https://openalex.org/W2040513702","https://openalex.org/W2044213151","https://openalex.org/W2044298660","https://openalex.org/W2046321562","https://openalex.org/W2048512827","https://openalex.org/W2055618751","https://openalex.org/W2055952128","https://openalex.org/W2062613482","https://openalex.org/W2063430405","https://openalex.org/W2069940389","https://openalex.org/W2080554159","https://openalex.org/W2086838148","https://openalex.org/W2089544520","https://openalex.org/W2095283155","https://openalex.org/W2099191267","https://openalex.org/W2112186058","https://openalex.org/W2116126561","https://openalex.org/W2124834324","https://openalex.org/W2125072788","https://openalex.org/W2127840916","https://openalex.org/W2132242515","https://openalex.org/W2143111480","https://openalex.org/W2144947015","https://openalex.org/W2145520874","https://openalex.org/W2146783429","https://openalex.org/W2147725405","https://openalex.org/W2149686978","https://openalex.org/W2151467062","https://openalex.org/W2151564081","https://openalex.org/W2157513099","https://openalex.org/W2163520031","https://openalex.org/W2167552127","https://openalex.org/W2167647276","https://openalex.org/W2170109944","https://openalex.org/W2245932802","https://openalex.org/W2309499903","https://openalex.org/W2548314319","https://openalex.org/W2592894702","https://openalex.org/W2616739754","https://openalex.org/W2994509770","https://openalex.org/W3123867983","https://openalex.org/W3149395617","https://openalex.org/W3155942271","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2607200534","https://openalex.org/W3213740093","https://openalex.org/W4410195357","https://openalex.org/W4387623170","https://openalex.org/W2612422257","https://openalex.org/W2904251248","https://openalex.org/W7135250108","https://openalex.org/W4410184426","https://openalex.org/W2897874525","https://openalex.org/W3115710170"],"abstract_inverted_index":{"Selling":[0],"a":[1,24,37,66,147,164,231,289],"product":[2,51,148,205,224],"is":[3,13,195,234,242],"not":[4],"the":[5,14,32,50,57,76,86,91,94,111,125,136,150,173,185,191,196,245,251,256,271,274,300,303,313,328,331,334,355],"sole":[6],"proposition":[7],"of":[8,16,39,49,65,90,152,177,248,250,258,262,273,291,302,306,316,321,333,337],"any":[9],"e-retailer.":[10],"Equally":[11],"important":[12],"number":[15,38],"issues":[17],"involved":[18],"in":[19,69,85,93,109,190,260,354],"managing":[20],"returns,":[21],"chalking":[22],"out":[23,353],"strong":[25],"return":[26,137,199,211,237,246,275,304,335],"policy":[27,200,212,220,276,305,336],"so":[28],"as":[29],"to":[30,54,82,99,120,124,140,183,229,270],"retain":[31],"customers.":[33,58,77,208],"The":[34,59,143,198],"problem":[35],"with":[36],"e-retailers":[40,253,307,338],"remains":[41],"that":[42,132],"they":[43],"focus":[44],"on":[45,113,149,244,277,299,308,327,339,346],"one":[46],"time":[47,138],"sale":[48],"which":[52,347],"leads":[53],"dissatisfaction":[55],"among":[56,75],"forward":[60],"and":[61,73,88,96,130,254,285,312,319],"reverse":[62],"logistics":[63],"network":[64],"company":[67,95],"facilitate":[68],"improving":[70],"its":[71],"sales":[72],"image":[74],"Logistics":[78],"services":[79],"also":[80,116,255],"lead":[81],"an":[83],"enhancement":[84],"confidence":[87],"trust":[89],"consumers":[92],"motivate":[97],"them":[98],"make":[100,230],"repeat":[101],"purchases":[102],"from":[103],"such":[104],"e-retailers.":[105],"With":[106],"ever-increasing":[107],"competition":[108],"e-retailing,":[110],"onus":[112],"companies":[114,181],"has":[115,171,343],"increased.":[117],"They":[118],"have":[119,228,282,286],"provide":[121],"ample":[122],"opportunity":[123],"customer":[126,144],"for":[127,135,204],"getting":[128],"satisfied":[129],"after":[131],"further":[133],"wait":[134],"limit":[139],"get":[141],"over.":[142],"might":[145],"reject":[146],"grounds":[151],"being":[153],"defective":[154],"or":[155,162,170],"simply":[156],"because":[157,187],"he":[158],"didn\u2019t":[159],"liked":[160],"it":[161],"found":[163],"better":[165],"price":[166],"deal":[167],"somewhere":[168],"else":[169],"changed":[172],"mind.":[174],"In":[175],"either":[176],"these":[178],"cases,":[179],"most":[180],"prefer":[182],"accept":[184],"returns":[186],"marketing":[188],"believes":[189],"age-old":[192],"adage":[193],"\u201ccustomer":[194],"king\u201d.":[197],"defines":[201],"ground":[202],"rules":[203],"rejections":[206],"by":[207],"A":[209,295],"problematic":[210],"may":[213,221],"drive":[214],"away":[215],"customers,":[216],"whereas":[217],"too":[218],"easy":[219],"encourage":[222],"unjustified":[223],"rejections.":[225],"Therefore,":[226],"E-retailers":[227],"strategic":[232],"balance":[233],"designing":[235],"their":[236],"policies.":[238],"This":[239],"review":[240,267,293],"paper":[241],"based":[243,298],"policies":[247],"some":[249],"popular":[252],"importance":[257],"\u2018returns\u2019":[259],"case":[261],"e-retailing":[263],"business.":[264],"Further,":[265],"various":[266],"papers":[268],"related":[269],"impact":[272,301,332],"consumers\u2019":[278,309,322,340],"online":[279,324],"shopping":[280,325],"behaviour":[281,311,326,342],"been":[283,287,344],"analysed":[284],"made":[288],"part":[290],"this":[292],"paper.":[294],"conceptual":[296],"framework":[297],"buying":[310,341],"mediating":[314],"effect":[315],"knowledge,":[317],"awareness":[318],"attitude":[320],"towards":[323],"relationship":[329],"between":[330],"suggested":[345],"empirical":[348],"research":[349],"can":[350],"be":[351],"carried":[352],"future.":[356]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2021-03-29T00:00:00"}
