WIN Reverse Logistics Survey 2021

Action – deciding best action (repair/refurbish, re-stock, liquidate, donate, etc.)

Alert – timely awareness that returns are coming

Complexity – complication caused by multifaceted distribution/returns networks

Cost – overall financial impact associated with reverse logistics (on profitability)

Customer Impact – satisfaction level with experience (negative impact on loyalty)

Damage – impact of damage/loss in returns process

Data – recordkeeping, analysis and reporting

Disposal – trash/waste/recycling

Fraud – intentional deceit/theft by customers

International – returns shipping/complexities/cost outside the U.S.

Personnel – inadequate labor/workers to process returns

Policy – internal operations/communications

Reason – difficulty discerning/understanding reason for return

Space – warehousing, holding issues

Status – separating damaged/recalled from buyers’ remorse returns

Technology – advanced systems for tracking, routing and processing returns

Third Parties – coordinating with contractors, subcontractors, distributors etc.

Transportation – expense and complexity

Warranty – Special complications tracking/managing warranty related issues

Other (please specify)