Purpose- The purpose of the study is to propose a framework to measure the returns management performance of online retailers. Design/methodology/approach- To assess its performance, returns management's key components are identified. The FAHP approach uses calculated weights to prioritize the criteria and assess performance. When evaluating the performance, the score is determined by the subjective weights of the criteria. Sixteen professionals who work with Indian online retailers in the apparel and footwear sectors provided the data. Findings- The findings indicate that value orientation, general capabilities, reverse logistics capabilities, and strategic management are critical elements in returns management. The most important variables in evaluating returns management success are general capabilities. Online retailers' returns management performance can be improved by focusing on general and reverse logistics capabilities. Research limitations/implications- A few elements impacting how effectively online retailers manage returns may need to be included in the framework. The returns management performance may have been affected by the covid-19 pandemic because the study's data were gathered during the pandemic. Practical implications- The study gives a robust framework to evaluate the returns management performance in the internet retailing of apparel and footwear. Originality- Evaluation of returns management performance in online retailing is scarce. The study provides a framework for performance assessing returns management in online retailing using the FAHP methodology.

Returns management performance, online retailers, fuzzy analytic hierarchy process.