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I’d Like to Return this Item, Please!

Did you know that, in 2010, U.S. consumers returned $200 billion worth of goods? That’s more than the GDP of 66 percent of the countries in the world. And, I bet you didn’t know that manufacturers spend 9 to 14 percent of sales on returns. All of this occurs, despite the fact that only 20 percent of the goods returned are actually defective! (2011 Greve-Davis)

Reverse logistics provides opportunities for businesses to control costs while also improving their customer’s experience. Yet many companies don’t focus enough on their reverse logistics process despite the fact that Forrester Research shows that 81 percent of consumers are more loyal to companies with a generous returns policy. But reverse logistics is not easy. In fact, it is very complicated – particularly for high-value products like computers or smart phones. Not only must the consumer return an item – they must also be given a replacement.

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