Investigating Challenges and Countermeasures in the Reverse Supply Chain of E-commerce Returns: Case Study of Jingdong Self-operated Mall

¹ Shanghai Maritime University, School of Economics & Management, 201306, Shanghai, China
² Wuhan University of Technology, School of Management, 430070, Wuhan, China
³ Macau University of Science and Technology, School of Business, 999078, Macau, China

^* Corresponding author: 202010710290@stu.shmtu.edu.cn

Abstract

With the rapid development of e-commerce, online shopping has gradually become the mainstream method. At the same time, the return rate of commodities is also much higher than the traditional business model, and the reverse logistics problem of e-commerce has attracted much attention. This paper discusses the cost of reverse logistics in depth and extends to the general situation, taking Jingdong Self-operated Mall as an example. Reverse logistics is more expensive, more difficult and involves more complex factors than forward logistics, making it challenging to control costs while ensuring customer satisfaction. Several solutions to the cost problem of reverse logistics are currently available in the market, but they have certain limitations and drawbacks. This paper proposes some optimization strategies, including introducing self-mailing and self-pick-up, strengthening quality inspection mechanisms, setting up specialized commodity certification and secondary sales centers, and commissioning third-party reverse logistics to improve the efficiency of reverse logistics, reducing costs, minimizing losses and regulating order. It is also recommended that the fairness and reasonableness of the platform be maintained by strengthening the audit mechanism, adjusting the return and exchange policy and taking stringent measures against negative returns.