Today's marvelous hight-tech CE products enjoy very low defect rates; still, nothing is perfect and merchandise does malfunction. Add to this a huge dollop of customer bewilderment (also known as user error) and it all adds up to millions and millions of dollars worth of merchandise being returned to retailers every year. How a manufacturer helps retailers handle customer returns is a measurement of how much they support the retail channel. Return policies, disposition of DOA products and other reverse logistics support are all critical ingredients of retail success. Without support from manufacturers, retailers would never be able to handle the merchandise backflow.