The Customer Return Behavior and Its Impacts on Supply Chain Management/Analyse at Vaibhav Creation

Abstract

In the contemporary retail landscape, particularly within the competitive textile and garment sector, customer return behavior has transitioned from a backend logistics concern to a primary driver of supply chain volatility. This project investigates the patterns, motivations, and systemic impacts of product returns at Vaibhav Creation. By analyzing historical return data and consumer feedback, the study identifies key \"return triggers\"—ranging from sizing discrepancies and quality mismatches to the psychological phenomenon of \"wardrobing.\" The research evaluates how these behaviors disrupt the traditional forward supply chain, necessitating a robust Reverse Logistics framework.

Introduction

Customer return behavior has become a key driver of supply chain strategy in the modern retail landscape, with online return rates reaching 30%. At Vaibhav Creation, returns often arise from size or quality mismatches, creating operational challenges including higher costs, inventory imbalances, and logistical complexity. However, a smooth, hassle-free return process strengthens customer retention, with 90% of buyers likely to repurchase if satisfied.

This study analyzes return patterns, motivations, and their impact on the supply chain. Using surveys (N=80) and company data, results show that 57% of customers contact support before returning, most refunds/replacements take 4–7 days, and over 92% of customers remain neutral to highly interested in repurchasing. Key drivers of returns include “changed mind” (49.3%) and sizing issues (18%), while product quality satisfaction remains high.

Findings indicate that improving sizing guides, accurate product descriptions, high-resolution images, transparent return policies, and proactive customer communication can reduce return rates, optimize reverse logistics, lower costs, and enhance long-term customer loyalty.

Conclusion

Product returns at Vaibhav Creation, driven primarily by mismatched expectations and sizing, significantly strain reverse logistics and profitability. To ensure operational stability, the company must shift from reactive handling to proactive prevention. Prioritizing accurate product representation, clear communication, and efficient inventory management will reduce costs and build a more resilient, cost-effective supply chain

References

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Copyright

Copyright © 2026 Mrs. Madhumitha R. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.