Returns of big and bulky items are the castor oil of logistics. Retailers and manufacturers hate them because they have to refund the customer’s payment, pay to pick up the item, and then find something to do with it. Consumers are disappointed because an often-sizable investment did not work out.
Reverse logistics experts are more conflicted: On one hand, they appreciate the business. On the other, providers incur significant costs that they said could be mitigated if retailers and...
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