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The Returns Management Process

Dale S. Rogers (University of Nevada, Reno)
Douglas M. Lambert (The Ohio State University)
Keely L. Croxton (The Ohio State University)
Sebastián J. García‐Dastugue (The Ohio State University)

The International Journal of Logistics Management

ISSN: 0957-4093

Article publication date: 1 July 2002


Returns management is the supply chain management process by which activities associated with returns, reverse logistics, gatekeeping, and avoidance are managed within the firm and across key members of the supply chain. The correct implementation of this process enables management not only to manage the reverse product flow efficiently, but to identify opportunities to reduce unwanted returns and to control reusable assets such as containers. In this paper, we describe how the returns management process can be implemented within a firm and across the supply chain. The process is described in terms of its sub‐processes and associated activities, and the interfaces with corporate functions, other supply chain management processes and other firms. Examples of successful implementation are provided.



Rogers, D.S., Lambert, D.M., Croxton, K.L. and García‐Dastugue, S.J. (2002), "The Returns Management Process", The International Journal of Logistics Management, Vol. 13 No. 2, pp. 1-18.




Copyright © 2002, Douglas M. Lambert