1. Returns Management
in a
Customer Centric landscape.

2. … is all about creating stuff and supplying this
to the market for consumption”.
Supply Chain Management …

3. “Supply Chain Management contributes
to the economical dilemma”.

4. “We need to Create, Supply, Consume
and Dispose to maintain our welfare, but
the price we pay is too high”.

5. “I think we are in the need for
urgent changes in our creation,
supply, consumption and
disposal model”.

6. “We need to close the industrial
loop to better re-utilize disposed
products in a next creation,
supply and consumption cycle”.

7. “The answer to the question
HOWis hidden in the word …

8. “But RE goes beyond…
Recycling”.

9. Turn returns into value.
DeliverMakeSourcePlan
Start of
Use
At Use
End of
Use
Sourcing Value
Return
Customer Value
Commercial
Returns
Refund /
Exchange
Service
Returns
Repair /
Replace
Take-Back
Returns
Reward /
Retention
Unlocking value through fast and
efficient return cycles
Sustainability Value
Information Value

10. Reverse ChainSupply Chain
Create, Supply and
Consume
Return and Re-
Utilize

11. “I want to build the Reverse Chain
foundation to enable a sustainable
closed loop supply chain that
contributes to a better planet”.

12. It’s inevitable,
returns are part of the game.

13. The Customer Journey game.

14. What do we mean when we talk about
Customer Journey?
Orientation Purchase Delivery
Forward Chain (Last Mile)
Customer Journey
Reverse Chain (First Mile)
Start of Use:
Commercial
returns
(93,4%)
At Use:
Warranty
returns
(64,5%)
End of Use:
Take-Back
returns
(3,1%)
% of all retailers
Buying Experience Service Experience

15. Returns are everywhere, go
everywhere and end everywhere.

16. The logistics behind it is divers and
complex …
Domestic
Cross Border
Drop-off
Pick-up
Economy
Express
Single destination
Multiple destination
Multiple vendor
Restock
Remarketing
Refurbishment
Remanufacturing
(parts) Recovery
Recycling

17. … and the customer doesn’t want to
know about it.
Fast Refund
94%
Free Returns
93%
Status Info
87%
% of all customers

18. The Returns Dilemma

19. Returns are a cost burden.
Customer Contact:
Return request
Return status
Reverse Logistics:
Transport costs
Wrong transport
Double transport
Returns Processing:
Warehouse processing
Administrative processing
Double handling
Problem shelf handling
Hidden costs:
Missed re-sale
Value erosion

20. Returns are a Service
(and sales) opportunity.
Orientation Purchase Delivery
Forward Chain (Last Mile)
Start of Use At Use End of Use
Reverse Chain (First Mile)
Refund & Exchange service
Repair & Replace service
Take-Back & Re-sale service

21. According to retailers the returns process
has a large contribution to their overall
business objectives.
(% of retailers)
Happy
Customers
95,6%
Efficiency
86,3%
Sustainability
82,6%
Costs
61,0%

22. So it’s time to act.

23. Empower the customer to contribute
to a seamless returns process.
Self Service
Return
Registration
Dynamic
Routing
Drop-Off
Pick-up
Take it
Return
Instructions
Choice how will be returned
Options how to return Options

24. For the customer it is just straight
forward.
Self Service
Return
Registration
Return
Instructions

25. And friendly too.
Utilize mobility of
the customer.
Status info over
the entire
process.
Fast “return-to-
refund” cycle.

26. Many benefits for the retailer.
All information available at arrival
of the return (in fact direct after
registration by the customer).
Warehouse Office
All information
available in one
system.
Customer
On-line and
real-time status
info.
Shop manager
Improved
customer
service,
decreased costs,
better visibility.

27. There is just a simple, but
fundamental, change required.
Self Service
Return
Registration
Back-end Reverse Chain

28. The flexibility and scalability of Returns
Management as a Service.
Returns Management Platform
POS
integration
Access to
carrier
services
External
partner
integration
No software development and
hosting
Shopping
cart
integration

29. OK, so how does it look like?

32. Thank you for your attention.
Stef de Bont
12Return.com