Reverse logistics

    Everything involved in moving a product back from the customer — returns, exchanges, repairs, refunds.

    Why it matters

    For custom and personalized goods, it's harder to manage because many items can't simply go back on a shelf.

    Related terms

    Returnless refund

    Refunding a customer without requiring the item back, typically used when return shipping would cost more than the item's recoverable value.

    Final-sale personalization

    The policy that customized or made-to-order items can't be returned because they can't be resold.