What is the term for the process that allows customers to return defective products?

The process that allows customers to return defective products is known as reverse logistics. This term encompasses the management of the flow of goods from their final destination back to the manufacturer or distributor for the purpose of capturing value or ensuring proper disposal. Reverse logistics is essential in handling product returns, repairs, recycling, and refurbishment, allowing companies to efficiently manage returns and minimize waste.

Forward logistics refers to the traditional distribution process where products move from the manufacturer to the customer. This contrasts with reverse logistics, which specifically deals with the processes involved after the sale, such as returns. The term backwards logistics is not commonly used in industry literature, and it does not capture the comprehensive scope of what reverse logistics entails. Domestic logistics refers to the transportation and distribution of goods within a specific country, focusing on the movement of products rather than their return.