COP Returns & Reverse Logistics

Question 1

What is reverse logistics?

Accepted Answer

The process of moving goods from customer back through the supply chain for return, repair, or disposal

Answer

Reverse logistics encompasses all activities involved in recapturing value from, or properly disposing of, returned or end-of-life products.

Question 2

What is an RMA (Return Merchandise Authorization)?

Accepted Answer

A pre-approved authorization number required before a customer can return a product

Answer

An RMA is a unique number issued by the seller that authorizes and tracks an incoming return, ensuring it is expected and can be processed correctly.

Question 3

Which factor most commonly drives product returns in e-commerce?

Accepted Answer

Product not matching description or customer expectations

Answer

Mismatched expectations—when the product received differs from what was described or shown online—is the leading cause of e-commerce returns.

Question 4

What is a restocking fee?

Accepted Answer

A charge applied to the customer to cover the cost of processing a return

Answer

A restocking fee is a charge deducted from the customer's refund to offset the labor and processing costs of handling the return.

Question 5

In returns processing, what does 'disposition' mean?

Accepted Answer

The decision about what to do with a returned item—restock, repair, liquidate, or discard

Answer

Disposition is the determination of a returned item's best next step based on its condition and resale potential.

(COP) Certified Order Processor Practice Test