Key to providing good customer service is a functional returns policy. We enable sellers, merchants, and companies to regain their products from customers and streamline their returns process.
Returns will always be a part of business, but be sure you’re not limiting them to being a cost of business. A good reverse logistics process can bring great value to your bottom line. Better manage and re-integrate your returned materials for streamlined practices, reduced waste, and continuing profits from your existing products.
Returns are typically the first step in the reverse logistics flow. Customers return products for a number of reasons. An item may be defective, damaged, seasonal, fails to meet expectations, or simply represents excess inventory.
Whatever the reason, the key to handling returns efficiently is having processes in place for receiving, inspecting and testing products, along with return material authorization (RMA) verification and tracking systems. Some companies find it’s more efficient to decouple the return and repair processes completely.
There are two scenarios where returned parts and products might be re-manufactured. Most products are returned because customers are dissatisfied with them (in the neighborhood of 95 percent) not because there’s something wrong with them. When testing reveals “no trouble found,” these products are typically repackaged and returned to inventory as quickly as possible. Usually, these items are for restock, or resale in secondary channels.
Another way parts and products are returned is through recalls. A critical reverse logistics category, recalls are more complex than basic returns because they typically involve a product defect or potential hazard and may be subject to government regulations, liability concerns or reporting requirements.
The focus on recycling returned or end-of-life parts, components and products is driving more sustainable practices in every industry, but particularly so in high-tech. When products reach the ends of their useful lives and must be scrapped, electronic manufacturers are increasingly finding safe, cost-effective and environmentally friendly ways to dispose of them. That might mean engaging third-party recycling companies to collect/reclaim waste and dispose of assets for them.
Not all products that are returned go directly to landfills. If the faults are not too severe, manufacturers identify the failure and repair, refurbish or re-manufacture the product to like-new condition and return it to stock. Alternately, at end of life, manufacturers may harvest various functional components for re-use.
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