|
Returns
Management
Return rates, which have historically been 10 percent to 15 percent,
are now surpassing 20 percent and approaching 30 percent (Source:
The Yankee Group). Whether you are an OEM manufacturer, e-tailer,
or a brick and mortar retailer, returned merchandise represents
both a lost opportunity and a financial burden to your organization.
Zoyto’s proprietary order management engine – DOME –
processes all return requests. The system is highly adaptable
and can process return requests via phone, fax, e-mail as well
as the web. The system gathers the necessary information from
the customer in order to determine if the return is warranted
or not. These guidelines are pre-defined by the merchant. Every
returns program varies, however certain guidelines seem to remain
consistent and generally include warranty, credit and exchange
policies. Once the return request has been qualified, DOME automatically
issues a Return Materials Authorization Number (RMA) to the customer
as well as the required return instructions. The RMA is a unique
identifier that allows Zoyto to track the merchandise throughout
the entire reverse logistics cycle (receiving, disposition, and
crediting) and allows for quicker processing of the inbound merchandise.
Once Zoyto receives the returned merchandise, the RMA code is
scanned and the merchandise is inspected. During this process,
the inspector confirms the reason for the product being returned
as well as the condition of the product. The condition of the
product determines the disposition code that is assigned to the
merchandise. Production will then make the necessary arrangements
for the product such as physical inspection, unit testing, possible
cleaning & repackaging for resell, restocking of the unit
as B Stock, repair, refurbish, or product quarantine for recycling
purposes.
When it comes to returns processing, Zoyto can consult with you
in order to deliver a comprehensive solution that maximizes both
the economic benefits to you and assures superior customer satisfaction
to the customer.
|
 |
|
