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An introduction to Returns Management

 Three global trends, direct-to-customer commerce, the subscription economy, and the circular economy all lead to product returns. Companies that sell products need to be prepared for product returns. At this page we explain the Why, How, and What about returns management. For more in depth material you can also take this returns management course.

Why

The customer journey continues after the delivery

Customer have multiple reasons to return while using a product. When returning a product customers ask for service. The service journey offers new opportunities for interaction with the customer.

Returns management
Returns management

Why

The reverse supply chain offers many opportunities

Returns can be a burden but are an opportunity if managed well. The Reverse Supply Chain delivers value in 5 different areas.

How

The supply chain needs to be circular

Companies need return-cycles in their supply chain to support product returns in different phases while the customer is using the product.

Returns management
Returns management

How

The reverse supply chain needs a business process

Return-to-Settlement is a new business process and includes a customer part and an operational part. It completes the suite of business processes for the Supply Chain.

What

Implement a returns management process

The Return-to-Settlement process includes 4 processes to manage customer returns. Returns Disposition recovers the value of returned products in existing or new value chains.

Returns management
Returns management

What

Be Flexible and Scalable with 12Return

The 12Return platform enables companies in any industry to manage the challenges of product returns in a customer-centric and circular economy.

1

Customers

Returns are customers asking for service. The returns management process is a service process with your customer.

2

Products

Returns are products coming back to you. The returns management process is an operational process with internal operations and external partners.

Reverse Supply Chain Platform

12Return orchestrates and automates your returns management process. 12Return streamlines customer returns and reverse logistics operations and provides analytics from a unified returns process.

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