Third party logistics services are shifting focus to reverse logistics, which is the practice of organizing and refining the process of product returns. For a large business to succeed, they must make their returns department efficient in their duty in pleasing the customer at an acceptable cost.
The amount of people returning items is higher than ever. With money tight with most United States citizens, and the Internet providing a common barrier between buyer and seller, there have been high returns all across the board. This means that there must be a system in place to handle excess returns, but also a system to solve the problem of why returns are occurring.
One reason why a business would outsource their reverse logistics operation is due to the process of making as few mistakes as possible when it comes to correct addresses. Shipping to the wrong address results in fees that the business has to pay due to negligence or a failure to validate an address. Third party logistics companies will already have systems in place to collect, organize, and print out address labels without error.
Some products are better off being fixed than replaced- such as what Microsoft does with its gaming consoles. With the gaming console fiasco Microsoft went through, it was apparent that fixing consoles for the price of shipping and low labor costs was much more effective than missing out on lost profits and enduring new restocking costs.
Some of the most successful repair operations in reverse logistics work based on fixing products, and then shipping out refurbished products as new products arrive. This works best when there are few products that a manufacturer offers. An example would be with a router manufacturer: if a router comes in needing a repair, an already refurbished router of the same type can be sent immediately while the old one is fixed. Waiting times are drastically reduced.
If the buyer doesn’t understand the product, they are at greater odds of returning it. It’s critical that a handbook or operating guide is as user-friendly as possible for this reason. Manufacturers should include well-laid out diagrams and clearly described instructions of operation. An example would be with a furniture piece: not detailing out every part and step could quickly result in a return or a replacement of a part that was thrown away or lost.
Final Thoughts
The logistics of returns processing isn’t simple to master. Outsourcing to a third party logistics service is necessary for when you outgrow your basic business model. Third party logistics services seek to save money, not waste it, so they are a great business investment. Consult several for a quote or consultation.
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