Revamping Reverse Logistics to Enhance Customer Satisfaction

Revamping Reverse Logistics to Enhance Customer Satisfaction

Leena Wanganoo, Rajesh Tripathi, Ramakrishna Yanamandra
Copyright: © 2022 |Pages: 20
DOI: 10.4018/978-1-7998-9506-0.ch010
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Abstract

The cross-border reverse logistics operations are different from forward logistics. They are complex and fragmented due to multiple intermediaries participating in the operation. The retailer goes through a re-export process to fulfil the customs documentation requirement in the reverse logistics process. A heavy paper process with low digitization, low transparency, and multiple entities is the trickiest barrier to optimizing the process and achieving customer satisfaction. Integration of technology with external organizations will aid in improving real-time visibility in the process. Blockchain and other emerging technologies have the potential to improve the reverse logistics process and contracts with intermediaries. The objective of this chapter is twofold. At first, the author reviewed the main barriers in the cross-border reverse logistics operation and later provided an insight on the potential of blockchain technology in the process.
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Background

Global Growth in Cross-Border B2C E-commerce sector and Returns Landscape

Pandemic has bought a massive transformation in consumer buying behaviour leading to an enormous surge in the global e-commerce sector. As globalization intensifies, cross-border B2C e-commerce is a key driver for sustainable growth. Cross-border e-commerce is defined as transactions through the computer network, using cross-border logistics services, selling the product and service to customers worldwide. (Shi, Y., & Li, X., 2018). Cross-border e-commerce transactions were valued around the US $ 130 TN in 2019, with the volume raised by 4 per cent. (P.Bruno et al.,2020) Which grew by 21% per cent in 2020 compared to 2019, with almost 55 per cent of the online customer making a cross-border purchase. (Daniel Webber., 2021). Table (1) shows that region-wise, Southeast Asia is one of the major centres and amounts to more than 40% of the global sales value for B2C online cross-border.

Table 1.
Region-wise cross-border e- Commerce value and contribution to total trade volume
RegionOnline e-Commerce Value (In Billion US Dollars)Percentage contribution in the total trade Volume
Asia Pacific40553.60%
Western Europe14318.90%
North America10914.40%
Latin America476.20%
Mid- Eastern Europe324.20%
Middle East & Africa212.70%

(Source: Accenture report 2020)

Though the online cross-border is growing as well as provides an opportunity to reach new customers, expand the market, and reach faster-growing markets, the accelerated growth rate indicates that the trend will not fade post-pandemic.

The key growth drivers are as follows:

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    Increased Global Internet connectivity.

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    Raise in cross-border internet traffic

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    Increase in Online sales platforms and channels

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    Technology advancement aiding for digital trading of the goods.

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