Return
Description
Manages the reverse flow of goods, from return authorisation through physical logistics, disposition, and financial settlement. Return capabilities close the supply chain loop, ensuring that returned goods are handled efficiently, value is recovered where possible, and customers and suppliers are settled fairly and promptly.
Key Activities
- Return request evaluation and authorisation
- Reverse logistics execution and tracking
- Returned goods grading, disposition, and recovery
- Warranty and commercial claims management and settlement
Enabling Systems
- Returns management systems
- Transportation management systems (TMS) for reverse flows
- Warehouse management systems (WMS) with returns processing
- Warranty management and ERP claims modules
Related Principles
- Customer Experience Drives Design
- Observability First
- Data as a Strategic Asset
- Single Source of Truth
L2 Capabilities
| Capability | Description |
|---|---|
| Return Authorization & Processing | Evaluates and authorises customer and supplier return requests, initiating the reverse logistics process |
| Reverse Logistics | Executes the physical movement of returned goods from customer back through the supply chain network |
| Disposition Management | Evaluates returned goods and determines the optimal disposition to maximise recovery value |
| Warranty & Claims Management | Manages product warranty obligations and commercial claims with customers and suppliers |