Goods Return Process and Procedures
- Returns management is that part of supply chain management that includes returns, reverse logistics, gatekeeping and avoidance.”
- Returns Management involves planning and effective implementation through the supply chain.
- Gatekeeping involves making conclusions to limit the number of items that are acceptable into the reverse flow. Successful gatekeeping enables management to organize and reduce returns without harming customer service.
- Gatekeeping removes the costs connected with returning items that should not be returned or the cost of items returned to the unsuitable destination.
- Avoidance means finding appropriate ways to reduce the number of return requests. It can consist of ensuring that the quality of items and user friendliness for the customer is at the highest level possible before the item is sold and shipped.
If….. | Then….. |
The same goods can or will be re-dispatched to the same location. | Keep them overnight on the truck (if it can be secured). Do not adjust documentation. |
The goods are to be dispatched to a different location. | Adjust the appropriate documents in the warehouse. |
After dispatch, some or all the goods in a shipment are returned to a warehouse and added to existing stock. | Use a GRN, to register the shipment as an “incoming” shipment under the same PO that it was shipped out with. Note why the goods were returned on the Waybill. |
Goods returned are in ‘good order’. | Return to their original storage location |
Goods are damaged. | Place them in the damaged goods section of the warehouse and take action to repair or dispose of them. |