Returns logistics

What is returns logistics?

Returns logistics describes the process of managing the return of goods to the retailer. These returns occur in distance selling, such as online mail order, and result from customers exercising their right of return and cancellation.

Once a product has been returned, it undergoes a thorough inspection. This process includes the preparation, cleaning and repackaging of the returned goods. To increase customer satisfaction, many companies now offer free returns.

What are the advantages?

Returns logistics plays a crucial role in customer service as it enables the return of unsatisfactory or faulty goods. In addition, offering free returns strengthens customer loyalty. Efficient returns management with fast processes also leads to greater trust in the reliability of the provider from the customer's perspective.

Prerequisites for good returns logistics

Efficient returns logistics is characterised by fast and smooth processes that ensure thorough quality and defect checks as well as the preparation, cleaning and repackaging of returned items. While parts of the process can be automated, the quality inspection of returned goods often requires manual intervention and flexibility.

The purchase price is refunded promptly after the return to ensure customer satisfaction. The customer's indication of the reason for the return is considered helpful for the retailer, as it facilitates and accelerates the remarketing of the goods.

Companies should also estimate the potential return rate of a product based on previous sales figures in order to optimise stock levels accordingly.