Return Process

 

We can put in place a returns process, sometimes called reverse logistics, that is right for your brand.

This section explains how the returns system works.

Returns Policy

The first step is to decide what your returns policy is. This will tell us what you want done with returned products. Typically a policy will take into account the type of return (customer return or failed delivery), the products returned (more robust or more valuable products may be reused), the condition of the products (some clients provide us with photos of what is and is not acceptable condition) and how much shelf life is remaining.

Common return actions will be to:

  • Inspect and return to a pick line.
  • Hold in a quarantine location for return to you perhaps for consumption by your staff.
  • Hold in a quarantine location for collection by a charity.
  • Disposal by our recycling partner.

The returns policy needs to be setup by us before you can receive any returns.

If you want to provide your customer with a returns label, speak to your account manager to go through the options.

Processing Returns

When you are ready to process your returns go to the Orders menu and select Returns. You will then see a list of returns received with the most recent shown first. There will be an indication of whether there are photos.

Go into the return that you want to process. The page will show you what items have been returned and remind you of what items were in the original order that was sent out. The lines are colour coded as follows:

  • White  – no items returned.
  • Grey – some items returned.
  • Green – all items ordered were returned.

You may have a returns form or your customer might send in some paperwork. A photo will be taken of any documentation and it will appear on the Photos tab.

Occasionally more than one return will be received for a given order. This can happen when the order was too big to fit in one parcel. If more than one return has been received the left of the page will say “1 of 2” or whatever the numbers are.

When you have followed your processes for dealing with a return (which may including refunding your customer) click on the Archive button. This will remove the return from the active list, which makes it easy for you to see which returns you have dealt with and which still need to be processed. The History tab will show who Archived the return and when. If you click on Archive by mistake you can just Unarchive the return.

Returns Reporting

Before covering the reports, it is important to understand how returns work in the WMS. First off, all of the returned products will be created in our returns location. Next, there will one or more Internal Transfers (from the returns location to a pick line or a quarantine location) or there may be an Inventory Adjustment to dispose of returned items.

Your finance team will want to see see details of what returns have been received. In Reports -> Returns Report, this will show the the items received and how they were processed. Returns will also appear on other reports including Product Movements and any disposals will show up in the Inventory Adjustments Report.

The Returns location is setup as a Quarantine location, so any items in that location will be deducted from your Available stock.