(2024-11-07) Araújo, Luan da Silva; Silva, Jefferson Fernando
This paper addresses the issue of reverse logistics in the after-sales phase,focusing on the basic concepts and operational practices adopted bycompanies. The study’s main objective is to analyze the fundamentalprinciples of reverse logistics in the after-sales phase, investigate theoperational strategies employed by companies in its implementation andevaluate the impacts of this practice, considering aspects such as costs,sustainability, and customer satisfaction. Using a qualitative bibliographicresearch methodology, articles, and books available in virtual librariessuch as Scielo and Google Scholar were reviewed. The results indicatedthat companies adopt various strategies to deal with reverse logistics inthe after-sales sector, including the use of collection points, such as Pickup points, exemplified by Amazon. These points facilitate the returnprocess for customers and contribute to reducing operating costs andpromoting sustainability. The analysis of the basic principles of reverselogistics in the after-sales phase highlighted the importance of adequateinfrastructure and effective processes for dealing with product returns,exchanges and recycling. Finally, the evaluation of the impacts of reverselogistics in the after-sales phase showed that the effective implementation of this practice can result in reduced operating costs, thepromotion of sustainability and improved customer satisfaction. Amazon’sexperience with Pick up.
