The role of reverse logistics in e-commerce has been much discussed by retailers such as John Lewis and ASOS, as they seek to cut returns costs while maintaining high levels of online sales. But spare a thought for those shippers selling large, bulky goods such as refrigerators and cookers that often come with two-man installation crews. What happens when these goods need to be returned? “Any delivery failure caused by a customer not being at home can see profit on the sale disappear completely”, which means the onus is on white goods retailers to get delivery right first time as often as possible, especially with Black Friday looming.

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