Reverse logistics and returns management are pivotal facets of any online retailer's supply chain. Accenture reports returns can make up to 20% of total sales, with processing costs ranging from 10-15% of goods sold.
In this blog, we delve into five best practices, guiding you on streamlining the returns process from automation through to optimizing the customer journey, with tips and tricks for improving your reverse logistics and returns process.
Reverse Logistics vs. Returns Management
Reverse logistics involves handling returned goods, addressing the physical return journey and related tasks such as managing returns, swaps, and recalls. It differs from returns logistics, which is merely about moving products from point A to B.
Returns management, on the other hand, orchestrates the entire process, starting from a consumer's initiation of a return to the end of the returned item’s life cycle. While returning goods is customary, a successful reverse logistics strategy ensures a smooth process, minimizing disruptions as returned items re-enter the supply chain. Efficient returns management is crucial for companies to navigate this intricate process seamlessly.
What are the Five Best Ways to Make Your Reverse and Returns Logistics Work Better?
- Streamlining the Returns Process
- Automating Returns Management
- Prioritising Customer Experience in Returns
- Analysing Returns to Reduce Costs
- Efficiently Managing Returned Items
Streamlining the Returns Process
A smooth returns process is essential for managing returns and maintaining customer loyalty. To initiate a returns merchandise authorization (RMA), provide clear instructions and pre-paid shipping labels to customers. Once an RMA is initiated, provide regular updates on the status of their return. Offering free returns for online purchases can also improve the customer experience and increase customer loyalty.
Automating Returns Management
Automating returns management can help you process returns more quickly and efficiently. Returns management software can automatically generate shipping labels, track returns, and issue refunds. By automating these tasks, you can reduce the time and resources required to process returns while improving accuracy and reducing the risk of errors.
Prioritising Customer Experience in Returns
Returns can be a frustrating experience for customers, so it's important to prioritize their experience throughout the process. According to a report by Bain & Company, customers who have a positive return experience are 97% more likely to shop with a retailer again. Make sure your returns process is easy to understand and follow. Provide clear instructions and make it easy for customers to initiate a return. Once a return is initiated, keep customers updated on the status of their return and provide prompt refunds or exchanges
Analysing Returns to Reduce Costs
Data can be a powerful tool for optimizing your reverse logistics process. By collecting and analyzing returns data, you can identify trends and patterns that can help you improve your processes and reduce costs. For example, you may discover that certain products are more likely to be returned, which could prompt you to investigate quality control issues or change your product descriptions to ensure customers better understand what they're purchasing.
Efficiently Managing Returned Items
When dealing with returns, it's important to have an efficient process for determining what to do with the returned product. Ideally, you want to get returned items on the shelves as quickly as possible or find another use. This may involve inspecting returned items to ensure they're still in good condition or finding ways to repurpose or recycle items that can't be resold. Efficiently managing returned items can help reduce costs and improve your bottom line.
In conclusion, optimizing your reverse logistics and returns processes is essential for online retailers to maintain customer satisfaction and loyalty while reducing costs. By streamlining the returns process, automating returns management, prioritizing customer experience, analyzing returns data, and efficiently managing returned items, you can improve the efficiency and effectiveness of your reverse logistics process and ultimately improve your bottom line.
