Online apparel industry is suffering from a major issue of return, with a high rate of return for apparels that are sold online it becomes necessary to investigate the probable reasons of return in online apparel industry. The objective of the study is to develop a multi-criterion approach for evaluation of various factors that are responsible for the return of apparels purchased online in context of India. A total of 34 factors were identified through literature review and discussion with experienced experts from the fashion domain. In this study, best–worst method has been employed to prioritize and rank the factors for online return more effectively. Sensitivity analysis has been carried out to check the robustness of the proposed model of the study. The findings of the study show that fit and size variation, defects, found a better product (wisdom of purchase), wrong product delivery, lenient return policy and value for money were identified as crucial factors for online apparel return. The present study provides valuable research implications which can be used for retail policy improvements and also to online selling strategy.

在线服装行业正遭受着重大的退货问题，在线销售服装的高回报率使得有必要调查在线服装行业的可能退货原因。这项研究的目的是开发一种多准则的方法来评估影响在印度范围内在线购买的服装的退货的各种因素。通过文献回顾和与时尚领域资深专家的讨论，共确定了34个因素。在本研究中，采用了最差方法对网络回报率的因素进行优先排序和排序。进行了敏感性分析，以检查所提出的研究模型的鲁棒性。这项研究的结果表明，适合度和尺寸的变化，缺陷，发现更好的产品（购买意愿），错误的产品交付，宽松的退货政策和物有所值被认为是在线服装退货的关键因素。本研究提供有价值的研究启示，可用于改进零售政策以及在线销售策略。