B2B returns: the typical triggers
Quality defects or damage on delivery, incorrect deliveries (wrong product, wrong quantity), missed delivery deadlines on time-bound orders, manufacturer recalls, the return of empty pallets and transport containers, and items sent in for repair or service.
Structuring the returns process
Efficient returns management follows clear steps: registering the return with a return number (RMA – return merchandise authorisation), collection from or delivery by the consignee, quality inspection on arrival, a decision (refurbish, resell, dispose of, credit) and documentation and posting in the ERP system.
Cost structure and optimisation
Returns cost on average 2–3 times the original dispatch. The cost drivers: collection, inspection, refurbishment and storage. The levers for improvement: clear returns policies, self-service returns registration, prompt refunds to retain customers and optimised refurbishment processes for resale.
