From the course: Managing Logistics
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Managing returns
- When I spend my money, I buy from companies that are easy to do business with. I want a company that makes the purchasing process easy. And just as importantly, I want it to be easy to return the item if I'm not satisfied. Most companies know this, and they've made return policies much more liberal than they were just a few years ago. In short, companies are transferring the risk of the purchase from the customer and are taking it upon themselves, hoping this will increase sales over the long term. Okay, what does this have to do with logistics? Well, those returns create a reverse flow through your logistics network which disrupts normal operations. And as companies become even more easy to do business with, returns are increasing every year. So it's becoming more and more important for you to control the returns management process. There are several ways you might accomplish this. First is avoidance. Simply put…
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