ACADEMY

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. On 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.

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WHY

Returns management is important

  • Customers have multiple reasons to return
  • The reverse supply chain delivers stakeholders value
HOW

The supply chain should transform

  • Companies need return cycles in their supply chain
  • The reverse supply chain needs a business process
WHAT

Is needed to make this transition

  • Implement a returns management process

WHY

Returns management is important

Return Reasons_blue

The customer journey continues after the delivery

Customers 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.

Value Creation

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 should transform

Return Cycles_blue

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 process

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

Is needed to make this transition

Returns Management

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.

Learn more

12Return wants to contribute to a better understanding of the reverse supply chain and returns management.