Online Returns Center streamlines process

Retailers, by definition, exist to sell products directly to consumers. And in a perfect world, the customer-retailer relationship would resemble a one-way street with products always moving from the retailer to the customers.

Alas, it’s not a perfect world. Often, the process is reversed. And like a wayward driver moving against traffic on a one-way street, returned merchandise often travels a tortuous path. 

Such was the case for an international manufacturer of mattresses and pillows. Like most companies, its logistical focus was on the forward distribution of products and not the reverse.

Their fulfillment process for returned merchandize lacked visibility. It was multi-staged, time-consuming, and error-prone. Yet it was tolerated as a normal and necessary cost of doing business. 

That all changed when the ABF ByRequest^® Department was asked to scrutinize the process and implement a returns management process. ABF developed a customized solution to streamline the process and increase shipment visibility by integrating quality processes and innovative technology.

Previously, fulfillment of return requests took at least two weeks and involved numerous correspondences by phone, as well as a hand-written pick-up request sent via fax. Now fulfillment is initiated via email and is routinely accomplished within five days. Complete shipment visibility is provided by the online Returns Center at abf.com.

Whether you need a comprehensive reverse logistics program or a simple returns management solution, ABF can help uncover the hidden value of returns and enhance supply-chain management.

The logistics professionals at ABF can do as much or as little as you need: program development, implementation, administration, sorting, processing, disposition, recycling, repackaging, data processing, warehousing, even hazardous materials management.

You can always expect more from ABF.

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Do you have a similar situation? Or perhaps you'd like to give us some feedback. We'd love to hear from you! E-mail us at marketing@abf.com.