The focus in an e-commerce business is often on the purchase cycle that ends with getting goods to customers. Once you’ve helped them find what they want, pay for it, and receive their purchase in a timely manner, it’s tempting to consider it a “done deal” – but that isn’t always the case. Although reverse logistics won’t come into play in every transaction, getting it right when it does come up can make or break your business.
When is Reverse Logistics Necessary?
The biggest part of reverse logistics for many businesses relates to returns. People are always going to return goods to the seller for all manner of reasons, whether it’s an e-commerce business or a physical store. Customers might find the product doesn’t meet their needs, isn’t what they expected, or perhaps they’ve simply changed their mind. In all these cases, a return becomes necessary – and you want to make that process as easy as possible for them.
There are also delivery issues to consider. Whether a physical good simply never turns up at the customer’s house or the delivery of an electronic purchase runs into technical problems, it’s essential that the situation is resolved quickly or your reputation could take a huge hit. Unhappy customers are often vocal about bad experiences, and word spreads quickly thanks to the internet.
Damaged and malfunctioning goods are another area to consider. Despite your best efforts, sometimes items are going to arrive broken or damaged. If it has moving parts, there’s always the possibility that it isn’t going to function properly.
Although most people don’t think twice about going back to a physical store to return a faulty product they’ve bought there in person, they generally expect e-commerce providers to offer to have returns picked up from their home. Keep reverse logistics in mind to protect your profits and keep your customers happy.
This blog post was based off of an article by The Balance Small Business. Read the full article here.