Reverse Logistics: Where Customer Service and Compliance Collide

An increasing number of companies are engaging in reverse logistics.  The decision to institute a reverse logistics program is often customer driven, some customers are simply seeking to better manage inventories or upgrade the consumer, while others demand a sustainable approach to managing product lifecycle.  Sales managers will agree to do whatever it takes to make the customer happy.  But when they agree to take back merchandise and give the customer credit, do they really understand the implications of their actions?  Reverse logistics operations must comply with EPA, DOT, and other federal, state, and local regulations.  This paper gives an overview of the issues that should be considered and the members of the organization that need to be involved to ensure that customer service doesn’t cause your company’s reverse logistics program to collide with the regulations.