Home/Return Management
Returns Management - Reliable Returns Logistics.
Often overlooked and frequently perceived as a tedious and laborious task in practice: we’re talking about returns processing.
knowledge & insight
The return process.
We view the processing of returns as a “reverse inbound.” In other words, we receive, inspect, and process incoming products—but instead of receiving them from a supplier, we receive them from your customer.
Because inbound and returns processing overlap significantly, it’s actually not difficult at all for us, as your fulfillment partner, to set up an effective returns process. And that makes things even easier for you.
We generally distinguish between several different types of returns. This also applies to orders from abroad. We explain these in more detail below.
knowledge & insight
Consumer Returns - B2C.
Your customer, the consumer, changes their mind after receiving the order. Perhaps the customer had different expectations, or the item arrived damaged, for example. These are reasons for returns that every seller is familiar with.
We make it easy for your customers to submit return requests to you, the seller, in a simple, fast, and paperless way. We partner with Returnless. They give you the ability to create a fully customized online return form. From a quick return request to a more advanced one with follow-up questions and optional interim reviews by you. No matter how unique your needs are, Returnless has you covered.
Knowledge & Insights
Online returns processing, analysis, and insights.
You’ll also get access to an online portal that lets you quickly and easily analyze the average number of returns, the most frequently returned product, and the most common reason for returns—in short: valuable insights!
Has your customer completed the return form and have you approved the return request? If so, the customer can create a return shipment themselves, after which the shipping label is emailed or printed by staff at parcel drop-off points. Returnless is integrated with the warehouse management system (WMS). This allows us to see exactly how many and what types of returns we can expect, and the statuses we assign to the returns—such as “received, ” “processed as quarantine (unsellable),” and “processed as sellable”—can be viewed in the Returnless portal. This is very convenient, as it keeps you fully informed about the return processing.
Knowledge & Insight
Physical inspection of returns and assessment of their resale value.
Next, the physical processing and inspection of returns: when we begin processing a return, we change its status from “expected” to “received.” We then check whether the return shows any signs of odor, use, or other defects. We also verify that the return was received in full, exactly as the original order was shipped.
Based on these and several other assessment criteria, we assign a new status to the return: “processed as saleable” or “processed as quarantine (not saleable).”
Products that have been assessed as “saleable” are returned to the saleable inventory. Products that have been assessed as “unsaleable” are moved to a separate “quarantine” zone. We consolidate returns down to the pallet level, after which we can ship them to an address you specify, or we can coordinate with you to further assess the quarantine stock at our location and determine the next steps. We can also dispose of the returns, in consultation with you. Also available for multichannel fulfillment.
Knowledge & Insight
Warehouse, retail, and dealer returns - B2B.
Do you supply warehouses that stock retail chains you work with? Do you supply retail locations directly, or do you work with a select number of dealers?
Even then, you’ll still have to deal with returns. Generally speaking, though, these occur less frequently than consumer returns. They usually involve pallet or multi-package shipments that may be returned for various reasons, such as:
- The delivery time window was not met – the shipment will be returned to the sender in its entirety and undamaged;
- The shipment is defective or damaged, so it will be rejected in its entirety and returned to the sender;
- During the recipient’s receipt processing, a defect is detected—a return pickup must be scheduled.
Knowledge & Insight
Pre-notify returns in the WMS - B2B.
Reports of this type of return are not submitted through Returnless. Your customers report them to you, after which you can create a return in the WMS.
If you use a system that allows your customers to submit return requests, we can connect your system to our warehouse management system via an API, so that return requests are automatically forwarded to us.
Knowledge & Insights
Return to sender - the exceptions.
Finally, there are also a number of returns that we cannot categorize under the above headings due to the reason for the return. These are mostly consumer orders that are returned to the sender and fall under the exceptions. The reason for the return may be:
- Bouncers: At the parcel service’s sorting centers, a package cannot be processed because:
-the shipping label is so faded or damaged that it cannot be recognized. Whenever possible, the sorting centers attempt to relabel the package. This is only possible if the recipient is clearly identifiable.
-the package arrived in such a damaged condition that it cannot be processed. Sorting centers generally do not repackage packages and will return them directly to the sender. - The maximum number of delivery attempts has been reached: depending on the shipping carrier, there are usually up to two delivery attempts. After that, the package will be sent to a pickup location or returned to the sender.
- The package was never picked up at a drop-off point: after the maximum number of delivery attempts, the package (depending on the shipping carrier) is sent to a drop-off point or returned directly to the sender. If the package is taken to a drop-off point and is not picked up after a certain period of time, it is returned to the sender.
![[object Object]](/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fz3xa84lz%2Fproduction%2Fbb63d00db72980e3df60f7dee7ddaf9db608078f-1024x814.jpg%3Frect%3D24%2C0%2C977%2C814%26w%3D1200%26h%3D1000&w=3840&q=75)
Want to learn more about our returns department?
Find out how we can make your returns process smooth and efficient.