Adding value to reverse logistics
Returns management or reverse logistics is an important area for retailers. It can make or break customer satisfaction and loyalty, as well as the bottom line if the products are not put back on the shelf fast enough. To top it all it's a regulation minefield with the Consumer Rights directive, WEEE directive, and the Product Safety directive. Wincanton provides integrated returns management solutions which give retailers peace of mind that their customers’ returns are being handled in an efficient and cost-effective manner.
Managing customer returns
Wincanton provides returns management solutions as part of a complete end-to-end supply chain solution, ensuring customer satisfaction throughout. Our home delivery service aims to avoid the necessity for returns in the first place by offering a flexible delivery schedule and re-booking service, while our communication with both stores and the end customer ensures that everyone is kept fully informed of progress at all times.
If it’s unavoidable and a product is returned, we treat it with as much care as we do an inbound product, ensuring its speedy progression through the returns process so it can be put back on the shelf for resale where possible.
Minimising the cost of returns and reverse logistics
Returns are often complex to process. They may need investigation, sorting, recycling, repackaging or reworking to maximise the retail value of the returned product. Wincanton applies lean six sigma processes across our returns management procedure to avoid waste and limit margin erosion.
We build in flexibility to cater for the unscheduled and haphazard nature of returns while increasing traceability to ensure a successful flow of communication between the retailer and the consumer.
And when we’ve managed the return, got it back on the shelf and satisfied the customer with either a refund or replacement product, we analyse the reason the product was returned in the first place. This ensures that we continue to learn and drive improvements into the product, packaging and our service offer.