Returns Management

Returns management is indispensable. The experts at IWL support you in avoiding returns as far as possible or in processing them efficiently and effectively.

Returns management – optimal handling of returns

The possibility of a simple return is an effective means of retaining customers in the long term. At the same time, returns cause an increased processing effort compared to regular incoming and outgoing shipments. Returns therefore represent an unloved and neglected cost factor for many companies.

However, optimal returns management offers your company an effective means of increasing customer satisfaction and thus ensuring the long-term successof your company. Due to their unloved position in logistics, returns handling processes often offer great potential for optimization and cost savings.

As an objective partner, we work with you to create a total package for your returns management that is tailored to your requirements. We support you from the as-is analysis to the realisation of the ideal solutions developed for you. In doing so, we consider both the physical flow of goods and the organization and IT systems required for this purpose.

Optimization of returns management with IWL – your benefit from our services:

Interdisciplinary knowledge (logistics, IT, …) of our experts from numerous successfully implemented projects

Review of your processes and working methods

Definition and implementation of effective measures to reduce the volume of returns

Creation of an optimal organizational environment

Optimization of all material and information flows

Fast Facts

Project experience since 1985

Top know-how in the field of logistics means for you the highest security in the implementation!

500+ satisfied customers

With more than 500 satisfied customers, we stand for cooperative partnership and the highest level of trust!

35+ specialists

Our specialists will take care of your project and save you time and money through fast communication!

100+ projects

Experience from more than 1000 projects in a wide range of industries – this means professional logistics, a competitive advantage and higher profits for you!

100+ logistics centers

Not every project leads to a new building – nevertheless, we have already realized more than 100 logistics centers for our customers.

Project experience since 1985

Top know-how in the field of logistics means for you the highest security in the implementation!

500+ satisfied customers

With more than 500 satisfied customers, we stand for cooperative partnership and the highest level of trust!

35+ specialists

Our specialists will take care of your project and save you time and money through fast communication!

100+ projects

Experience from more than 1000 projects in a wide range of industries – this means professional logistics, a competitive advantage and higher profits for you!

100+ logistics centers

Not every project leads to a new building – nevertheless, we have already realized more than 100 logistics centers for our customers.

Do you know the background of your returns?
Why do customers send the goods back to you?

For the design of an effective and efficient returns management it is essential to know the reasons why returns occur.

Depending on the product characteristics, these have a significant influence on the condition of the returned goods. The condition of the goods has an effect on the further possible uses and thus also on the processing effort of a return.

Together with you, our experts identify the reasons for returns that are relevant for your company within the scope of the as-is analysis and develop measures for the optimal handling of these.

Leading companies trust in our services

Returns are not a “necessary evil” – optimal returns management is an opportunity to stand out from the competition!

Efficient and effective returns management increases customer satisfaction and creates competitive advantages. It begins even before the return request arises and ends with the lean and fastest possible processing of the returns.

A distinction is made between preventive and reactive returns management. Both areas show significant differences in their timing and areas of responsibility. In order to optimize the overall system, however, it is absolutely necessary to consider both together.

Preventive returns management – the right amount of returns

Preventive returns management begins before the actual occurrence of returns. It aims to counteract the reasons for returns preventively. Accordingly, it deals with the avoidance or prevention of returns. For example, preventive returns management begins with the presentation of your products. A detailed presentation and description of the goods often helps to avoid a wrong order of the customer and thus a return.

Our experts will be happy to advise you on various ways to counteract your customers’ direct return requests. The basic goal is to reduce the return rate of your company in a sustainable way.

When developing the package of measures individually tailored to you, we always examine all possible aspects in order to develop the optimal overall solution for you. In individual cases, for example, an increase in the quantity of returns (e.g. in connection with the recycling of old or used equipment) can also be an economically interesting option for your company.

Reactive returns management – correct processing of returns

In contrast to preventive returns management, the focus of reactive returns management is on optimizing those returns that cannot be avoided. The range of tasks includes the organization for an efficient and effective processing of returns. Returns processing is an essential part of customers’ after-sales experience. The possibility of an uncomplicated return and a quick receipt of the credit note or a replacement product have a direct effect on customer satisfaction and thus customer loyalty. At the same time, the returned goods should be available for resale or further use as quickly as possible and in best quality.

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