Returns are among the most dreaded elements of business operations. Customers do not like them, and companies would rather not deal with them. They are, however, an inevitable element of all profitable businesses, more so with the rise of e-commerce.
But returns do not need to be a headache for your logistics team with the implementation of a return merchandise authorization (RMA) management policy. This denotes part of the procedure your company will follow when handling returns, replacements and repair. RMA management involves the verification of the returned goods and taking the appropriate actions to minimize your returns. It is not as easy as it sounds and the best choice is to outsource a company to handle it for you to guarantee it works seamlessly.
The process starts with the completion and submission of a form by the client returning the goods, after which the products are inspected to guarantee they meet your return policies. An RMA number is then issued to the client, and the logistics team will take the product to the production team for repair or adjustments. If it cannot be repaired, a new one is issued. If repairs are feasible, the client will pick the item after the set timeframe.
The following are some of the best practices experts use for RMA management.
Establish Clear Return Policies
Your return policies should not be complicated because if yes, this will not only turn away your customers but will also make your RMA management a challenge. Have clear and concise return policies to ease the flow of the RMA process and boost your sales. It will also enhance the collaboration between the different teams involved in RMA management.
Store the Returns in a Designated Location
Most companies suffer losses from the loss of returned goods or their further destruction in storage. Have a set location for the storage of returned goods. This will enhance their security and allow the repair team to issue diagnoses of what has gone wrong faster. It will also minimize further damage to your returns.
Have Accounting and Quality Control Teams Approve Some Returns
You cannot just allow the unhindered return of all types of good since this might open up your system for abuse. You can set policies in place that seek approval from the accounting and quality control teams if the value of a returned item surpasses a pre-defined amount. This minimizes losses from returns of costly goods whose frequent replacement will affect your production costs.
Use Automated Systems
Capturing the data involved in returns manually and guaranteeing its accuracy is often strenuous. Automate your RMA management systems. Some of the must-have tools for this task include barcode scanners, which can be synced with your accounting and WMS software.
Returns when well handled might be the primary element that assures you of repeat business. The above practices will guarantee a seamless RMA management in your company. Most logistic management companies who handle RMA can also handle the repair, storage and accounting elements of the returns. As such, you can opt to hire them for all logistics issues in your company.