The Importance of Controlled Returns Services
Over the last few years, and particularly though the COVID crisis, the importance of delivering excellence to online customers has increased exponentially. Indeed, we have seen recent examples of how a poorly executed B2C strategy can materially affect a company’s financial results and erode their brand within the market.
With this B2C growth comes a rapidly increasing requirement to provide robust “Returns Management” systems that make it easy for the consumer while providing supply chain visibility for the retailer or manufacturer.
“Technology is the key” – AFS Logistics Chief Operating Officer, Paul Roper.
As Australia’s leading independent 4PL Transportation Management company, AFS Logistics takes its returns service seriously, coordinating over 80 carriers within its carrier partner portfolio.
“Our customers are increasingly looking for a closed loop supply chain service which includes returns,” Roper says.
“These return shipments could be defective items, parts covered by warranty, or product recalls. Whatever the requirement, the most critical elements of managing controlled returns are simplicity, speed and transparency.”
As discussed by leading eCommerce provider, BigCommerce, there are several ways to improve your returns process. They include improving your initial product information to avoid returns in the first place, offering exchanges or store credit, having an easily accessible returns policy and keeping your customers up to date.
“AFS Logistics provides a specialised controlled returns service which combines our market-leading technology solutions with our on-shore customer service team, providing a seamless process for both our customers and their customers,” Roper says.
“Our proprietary technology solution MOVEiT is a software platform built by supply chain experts, for supply chain experts. The MOVEiT system offers a single system to manage consignment allocation, label generation and real time tracking across all our carrier partner networks.
“Our CS team are involved from the very beginning by initiating the return process with the shipper and then proactively monitoring the return process until the item is safely returned back into stock or delivered to a repair facility.”
MOVEiT provides a “control tower” function, allowing the AFS Logistics team to manage the whole process in real time and to make any adjustments to the logistics process.
“This ensures agreed timelines are achieved and our customers are happy with the experience.” Roper says.
If you need Returns Management support, get in touch with our friendly logistics team as they would love to help you.
