RMA / Returns logistics
Return Material Authorization RMA & correct complaint handling
Previously, it was about taking back packaging material or load carriers. Nowadays, return logistics, also known as reverse logistics, is a much broader field. Increasingly, it concerns matters such as inspections, repairs, sorting, repackaging, complaint handling and administrative processing.
The return process starts and ends with communication between you and your customer. Communication about what is being returned and why, and communication about your service. Good communication turns a dissatisfied customer into a satisfied customer. A uniform return process provides all kinds of data. Data that gives you new insights into your customer, your products and your processes.
Typically, you will have to deal with 3 return cycles: regular returns, repair and defective product returns and take-back returns. All three have their own process and their own customer communication. A return management system offers relief.
Grensloos can further implement appropriate RMA applications from Pluriform.
When processing returns there are a number of additional options, you can:
- Take a photo of each return shipment and save it with the RMA.
- The customer can send an email from Pluriform to see which returns have been received.
- The customer can retrieve his order on the e-commerce portal and indicate per article which articles are returned and the reason for this. After this, he will receive a shipping label by email to be able to send his return article.
