The precise steps in a reverse logistics chain vary from business to business, but reverse logistics typically refers to any part of a logistics supply chain that flows from the customer back to your business (or sometimes, to a third location). For a product company, this could be your customer exchange or returns process. For logistics services that offer to dispose of expired products for their customers, this could be taking containers to a recycling center.

It’s easy to see how forward logistics equates to revenue. After all, the goal for most businesses is to make money by selling a product or service to customers, not taking it back. Forward logistics includes manufacturing products, delivering them, and all of the steps you need to take to get your product into a customer’s hands.

Reverse logistics operations do not directly correlate to revenue for many businesses, which is why they are often overlooked. But improving your reverse logistics process can help you build a loyal customer base. Just consider how important a seamless return process is. Your relationship with your customer doesn’t end at delivery. It goes much further.