How to Process Returns

Processing merchandise returns is an important step in earning your customers' faith and enhancing their shopping experience. Proper processing procedures are important to reduce your company's loss resulting from customer decisions or malfunctioning products. Solid organization is important, and ensures that returned merchandise is inventoried and returned to its location. Simplify your return procedure system to empower your employees, so they leave customers feeling respected and appreciated.

Instructions

1. Address the customer with respect and give attention to his situation. Listen to his complaint regarding the returned product. Take note of specific defects in the merchandise or note that there is no defect, if the return is due to the customer's choice. Note the merchandise's condition and the merchandise packaging.

2. Calculate the return's value. You can return packaged merchandise to the shelf for resale. You must return defective merchandise to the manufacturer and exchange it for new merchandise. Determine your company's policy for various return conditions. Your options are a full or partial money return, exchange for new merchandise or a no return policy. Make sure that your employees are aware of your exchange policy for each type of return.

3. Update your inventory lists before stocking the returned merchandise. If you intend to return merchandise to the shelf, update your stock inventory. If you are returning the merchandise to the manufacturer, update your outgoing inventory.

4. Retag the returned merchandise. If you're returning it to the shelf, attach the proper updated price value. Check the packaging again and make any necessary repairs before returning the item to the shelf. If you're returning it to the manufacturer, attach the appropriate shipping tag.

5. Move the merchandise to the appropriate place in your store. If you'll resell the merchandise for a reduced price, place it in a designated area. Unopened merchandise can be returned to the shelf with similar products.

6. Complete repackaging and mail merchandise back to the manufacturer, with necessary postage. Secure the merchandise within the package and reduce the chance of further damage during the shipping process.

References

• Direct Marketing News: Return process makes impression on consumers: Newgistics
• Light 11: Simple return process