Process returns efficiently
Returns are piling up.
Process returns right after they arrive, check their condition and book them in straight away. That keeps your inventory accurate and lets customer service see what's going on.
What helps
- Process returns the same day they arrive, so your inventory matches again quickly.
- Always check the condition before you put a product back into regular stock.
- Give returns a fixed zone in your warehouse so they don't mix with sellable stock.
- Link return processing to your order system so customer service can answer without asking around.
A return that isn't processed right away is a problem that doubles. The product isn't in your inventory, customer service doesn't know what's going on, and the package sits in a corner for weeks before anyone looks at it. Returns pile up fast when you don't have a rhythm for them.
Process the same day
A return only becomes available to your business the moment you process it, not the moment it arrives. Set up your process so returns come in and get processed the same day. A pile of "look at later" always grows faster than it shrinks.
Three bins, not a pile
Every return falls into one of three categories:
- Back into stock: product in good condition, well packaged, ready for the next order.
- Check or repair: product damaged or incomplete. Set it aside in a fixed location, but still give it a spot in your system so it doesn't disappear.
- Write off: product not resellable. Process this as fast as possible so your inventory isn't based on fantasy numbers.
Use a fixed return zone
Give returns a fixed place in your warehouse, clearly separate from your live stock. As long as a return isn't processed, it doesn't belong in a regular bin. That way everyone knows where unprocessed returns are and your inventory count doesn't get thrown off.
Always check before you put it back
A damaged product put back without a check is the next complaint in the making. Scan the product when you put it back so your system updates the inventory and marks the return as done.
Connect your return process to your system
If your warehouse software records when a return arrives and is processed, customer service can answer the question without you. For every return, customer service wants to know three things: was the product received, what condition did it come back in, and when does the refund or exchange follow. Make sure your system keeps that information.
Common mistakes
Putting a return straight back without a check. A damaged product put back on the shelf is the next complaint in the making.
Making customer service wait for an update from the warehouse. If customer service has to call for the status of a return, your information flow isn't in order.
Stacking returns until the end of the week. The longer a return stays open, the bigger the chance someone calls, emails or leaves a negative review.
