Reverse Logistics and Returns Management Process

Reverse logistics and returns management is generally a cumbersome process, let alone depending on your 3PL fulfillment center to do it. Right? It depends on several variables, like having the right 3PL fulfillment center manage your brand's returned orders, exchanges, discarding damages, and reshipping the sellable returned. Let's dive into it.

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Some challenges you may be experiencing

Most brands experience the same issues, whether running their fulfillment and returns or outsourcing it to a 3PL partner. These pain points don't go away on their own. They require attention to every detail, root cause analysis, and executing correction actions by instilling training, documentation, videos, photos, monitoring, and auditing. This cycle should never stop. Regardless of whether in-house or outsourced to fulfillment and reverse logistics partner, some of the pain points you may be experiencing are:

• Quality checks and assurance are not completed to your brand's standards.
• Customer-facing returns systems (Happy Returns, Narvar, Returnly, Loop Returns, etc.) are not natively integrated with your WMS or 3PL.
• You don't have a strong damage control and reverse communication process.
• Refolding, retagging, and rebagging can be a nightmare if the team does not understand brand standards and customer experience.

... and money is falling through the cracks because of these reasons.

We empathize because we've been there.

Now, let's look at the reverse of what most brands experience. A successful reverse logistics and returns management solution should look like this:

• Standard operating procedures for each type of product category by the brand showing what good and bad quality look like.
• Video training on how to inspect different types of products.
• Back-to-stock strategy, workflow, and process to quickly make the sellable returned items available for purchase.
• Workflow to bridge the gap for customer-facing returns management systems not having native integration with WMS systems and 3PLs.
• Data insight and analysis to improve customer returns experience, decrease returns through product improvement, and identify customers who habitually return products (return policy abuse)
• To charge or not to charge a fee for returns and reshipment of exchanged items.
• Communicating with the brand's Customer Service team for damaged returned goods.
• Responsibly discarding or recycling damaged items according to local regulations.

How Ops Engine Handles Reverse Logistics and Returns Management as a 3PL

Returns handling has long been a pain point for 3PL fulfillment centers. From mismatched SKU codes to inconsistent processes, the list of issues can go on. However, we thrive on challenges and view them as opportunities for innovation. Our dynamic approach to returns management has transformed this once-dreaded process into a seamless and value-added experience.

System Agnostic for Maximum Flexibility

Honestly, it's no brain surgery! High level said we use your customer-facing system to process the returns and exchanges. We induct the unit into our system with one additional scan during that process. Here's what happens then:

1. Your customer gets notified of the return or exchange promptly.
2. Your e-commerce channel has updated inventory for reselling.
3. The item is placed in our warehouse's "returns staging" bin as "available on-hand inventory" and pending putaway. The item returns to stock within 30-90 minutes in a very efficient inventory put-away logic.

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As far as a more granular approach to reverse logistics and returns management, we ensure every "i" is dotted and "t" is crossed according to the brand's standard operating procedures (SOP), all while wearing black gloves to protect the employee and the garment:

• Smell test
• Checking pockets
• Hang tags, SKU labels, neck labels, and care labels
• Visual inspection for stains or any signs of wear and tear

Quality Assurance: Elevating 3PL Reverse Logistics Returns Management to a New Standard

At Ops Engine, we understand that returns aren't just about receiving unwanted items. It's a crucial touchpoint where customers express their satisfaction or dissatisfaction with a product. That's why we take returns processing seriously – with a healthy dose of innovation.

One of our standout features is our robust quality assurance process. When returns arrive, they don't simply disappear into a black hole. Instead, we meticulously inspect and evaluate each returned item. This process serves two essential purposes: it ensures the returned product's condition matches customer expectations and identifies any potential defects or patterns. By delving deep into the reasons for returns, we provide brands with valuable insights for continuous improvement.

Whether it's an in-house system or a third-party software solution, we're here to adapt, not dictate. This flexibility saves brands time, resources, and the headache of migration, ensuring a smooth transition to a streamlined returns management process.

In a world where efficiency, flexibility, and innovation rule, our dynamic approach and ability to think in solutions and adapt genuinely allow us to operate as your operations department.  Reverse logistics returns processing doesn't have to be a pain point – it can be a value-added process contributing to brand growth, customer loyalty, and sustainability.

So, if you're tired of the old ways and ready to embrace a new era of returns management, give us a try. We exist to improve your operations and provide you and your customer with a frictionless experience.