Como você pode otimizar o transporte de mercadorias devolvidas para a satisfação do cliente?

Stop reading the "mind" of your customers and start talking to them. Listen very carefully they give you extreme valuable information about their expectations regarding "first time right".

Implement reverse logistics best practices Optimizing the transportation of returned goods requires the implementation of reverse logistics best practices, such as establishing clear and measurable key performance indicators (KPIs) and implementing continuous improvement programs.

The reason for the return is for your benefit, not the customer. Remember this. You want to get this feedback from the customer and track these reasons, however it's important you are deliberate with what you ask the customer and how easy it is. A poorly designed form will have customers choosing whatever option (usually the first) to get through to the final approval screen. Respect the customer's time and don't make them work too hard.

To add: one of the things always failing is that Expectations and process are not clearly definee and indicated in the SOPs , if such , key players are not properly oriented.hence, expectations are clearly stated in the SOPs and key players are properly oriented

--change of mind can be an exceptional genuine case or may reconfirm the places order by telephonic verification once a day till the delivery or may be a confirmation of non refund or return which may reduce the movement of shipment from origin to destination. -- Ultimately reverse logistics is outcome of failure of forward logistics so continuous improving will be a preventive action after the corrective action are closed.

The return policy should be placed in a clear and visible position on the retailer's website. Must be shared with the delivery company. Include the following info: - Communication: How can the customer contact you about return inquiries? - Return process: Where and how on the website to initiate the return request? - Reason: Allowed reasons for return or no-question-asked is allowed? - Timeline: The period the customer is allowed to return - Product condition: The condition in which a product can be returned (unused or original package). Any product exceptions (hygiene) - Return cost: Free return (you'll cover the cost) or the customer pays - Preparation: Will the customer prepare the package and print the label or the delivery company?

Primeiro temos que analisar o motivo da devolução e tratá-lo. Muitas vezes o cliente devolve por erros internos, tais como: produto faltando, invertido ou avariado. Nas duas primeiras situações o alinhamento entre estoque e entrega pode minimizar muito essas ocorrências. Se é constatado na rua o erro, seja falta ou inversão, o responsável pelo estoque já tem que ter notado essa diferença na contagem e conciliação do estoque, sendo já indicado pro controle essa diferença, reduzindo assim o tempo necessário para tratar a ocorrência. No caso de avaria, o responsável pelo carregamento tem que ter um olhar apurado, não adianta só conferir quantidade, tem que conferir qualidade. O bom e velho 360º ainda funciona muito bem, confia!

Believe that prioritize Clarity and Fairness is important: It's crucial to create a return policy that's transparent and fair to both the business and its customers. This ensures a clear understanding of the rules and fosters trust

Reverse logistics is a cost to company, while it is necessary for operate reverse logistics, it is also essential to optimize cost to be competitive in the market and transfer those benefits to customers. To optimize the reverse logistics, various process needs to in place, KPI needs to be defined and compliance needs to measured Few processes that can be implemented to optimize the costs are as follows 1. Defining, reporting and analytics of the goods for reverse logistics 2. Segregation and sorting of goods at source to reduce handling at DC 3. Minimum qty requirements of goods for truck to operate in two way mode (reverse logistics) to reduce number of trips and increase the return of goods

More important than the return rules would be the extension of the warranty period, the possibility of home assembly, and the supply of cheap parts. Instead of optimizing production costs, the entire life cycle should be optimized (production, transportation, storage, sales, return transportation, waste utilization). The return rules themselves only provide a regulated framework for waste production. They make it possible to choose channeling a complaint into legal channels instead of learning environmentally friendly thinking.

To streamline the return process, the delivery company should allow the business to seamlessly integrate the return request from the retailer's e-platform back into the original delivery so the full order details (product, delivery address, customer requirements) can be automatically shared. This end-to-end transferability will enable settling any refunds, product changes, tracking across the business-customer-carrier link. Look for the following points when selecting a delivery company for return services: - Collection speed: specify what is the timeline to pick up the product from the customer - flexibility: customers can select a suitable time and/or location. - Handling & Packaging: how easy is it for the customer to return the product

One of the biggest challenges (and current trends) for reverse logistics is allowing a customer to return an item that is package free. This requires the carrier to handle the product carefully or to use a defined process and equipment you may have provided them.

Efficient communication between returns / sales teams and customers is pivotal for optimizing returns transportation. The primary focus should be on fostering clear and direct human-to-human interactions to ensure customers can easily initiate returns and stay well-informed throughout the process. While automated email notifications and SMS updates offer valuable support, prioritizing real human voice calls should be the kingpin of this strategy, enhancing transparency and reducing uncertainty in the customer experience.

Think of returns like a relay race. You want a teammate (the shipping company) who knows how to run the reverse leg smoothly. It's like choosing a racer who's great at running backwards. They should keep you updated on where the baton (your returned item) is and be open to discussing race strategies (costs and terms). Regularly watch their races (track their performance) to make sure they're the right fit. If they drop the baton often, maybe it's time to find a new teammate.

Both the business and the delivery company should use technology tools such as APIs to integrate the return request along the retailer-customer-carrier including: - Autogenerated return label so the customer can use it - Real-time tracking feature that starts from initiating the return request all the way to delivering the product back to the retailer's warehouse. - Constant updates to keep the customer and the retailer informed throughout the return process.

To handle returns better, think of using tech like the self-checkout at grocery stores. Just as these machines make checking out faster and simpler, software can help track and manage returned items more efficiently. Integrating this with your usual shipping system ensures everything syncs up. Also, using machines for tasks like labeling or sorting returns can be like having a coin-sorting machine instead of counting by hand – it's quicker, more accurate, and saves on hiring more people. This tech approach means fewer mistakes and cost savings.

The most important best practice is to continually work to not have returns in the first place. Don't sell on discount (i.e. pushing a customer to buy with an free shipping / free returns offer). Also discourage "showrooming" as a customer that orders 3 of the same shirt in different colours is not keeping all of them.

Imagine you're trying to perfect a recipe. To do so, you'd measure ingredients accurately (like setting clear KPIs), taste and adjust it continuously (continuous improvement), and involve feedback from those eating (collaboration with stakeholders). Likewise, when managing returns, you set clear targets, always look for ways to do better, keep everyone involved in the loop, and find ways to make the most out of what's returned. Doing this ensures happy customers, saved money, and is better for the planet.

Typically, clothing is the most returned product category. In order to reduce the frequency of returns for clothing, try to improve the product description on your website such as: - Highly detailed and visual sizing chart and fit guide (fit, loose, regular) - High-quality images/videos of the products: Display hi-resolution images (3D if possible) and videos that display the clothing item from multiple viewpoints. - Use Augmented Reality to let customers virtually try out how the clothing item may look on them. Apply re-usable packaging to simplify the return process for the customer so the customer can easily use the packaging to return the clothing item

Instead of accepting return cargo for damaged goods, explore the possibility of offering customers compensation for handling damaged items. This can save on reverse logistics costs and streamline the process.

Honestly, for FMCG products I can't agree any less with Jitendra...Reverse Logistics best option, KPI settings most be that reasonable and attainable within the clime and area of fleet operations...Thank you.

Returned goods or reverse logistics is a non negotiable service to customer for their satisfaction hence; cost of resources are not always priority rather, customers satisfaction and retainment is usually the watch word. Optimizing returned good transportation can be achieved through consolidations of new orders and delivery with same specifications, same route and destination while putting returned goods as top priority, only by this, optimization of returned good transportation can be achieved. Even this will require: a proactive, coordinated and sound minded consistent team leader, to make it happen. Otherwise, it could result in chaotic or distribution blunder, which end result is losses of customers instead of satisfying consignee

Acredito que possamos melhorar as devoluções realizando algumas atividades como: Análise de Motivos, analise os dados para identificar os motivos mais comuns das devoluções, como produtos danificados, erros de pedido ou insatisfação do cliente. Treinamento da Equipe, a equipe que lida com os pedidos deve está treinada para evitar erros de envio. Política de Devolução Clara: Torna a política de devolução transparente para os clientes, para reduzir devoluções por equívocos. Sustentabilidade: Considerar maneiras de tornar a logística reversa mais sustentável, como a reutilização de embalagens.