Many happy (product) returns

Product returns have become an increasing burden for makers and sellers of almost every kind of good. The value of products that US consumers return to the nation's retailers each year exceeds $100 billion. There are many reasons for this trend, but few companies are doing the best job of dealing with it. The experience of companies that handle returns well, however, suggests that this process, commonly referred to as reverse logistics, should not be viewed as a costly side-show to normal operations. Rather, the process should be seen as an opportunity to build competitive advantage. At the very least, returns handling, if done right, can enhance relationships with consumers and supply chain partners.