02 — Capability · BC-1380
Returns & Reverse Logistics
Take goods back from customers under a clear policy, refund them promptly, and route each returned item to the path that recovers the most value — resale, repair, vendor return, recycling or disposal — while keeping return abuse in check.
- Returns Management
- Reverse Logistics
- Returned Goods Processing
- Returns & Recovery
In scope
- Return policy, eligibility and authorization across channels
- Intake, inspection and refund of returned goods in store and by mail
- Disposition of returned inventory and value recovery
- Returns to vendor, product recalls and the reverse flows behind them
Out of scope
- Forward transportation and carrier contracts (see BC-660)
- Customer service contact handling in general (see BC-450)
- Markdown of unsold, never-returned stock (see BC-1310)
Realized by · 0
- No product in the catalog yet.
Used in · 1
- Shelf-to-Basket · 07 Return & Recover via BC-1380.10
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-1380.10Return Policy & AuthorizationDefine what can be returned, by whom, within what window and in what condition, and apply it consistently in every channel, so shoppers know the rules and abusers find them hard to exploit.
- BC-1380.20Return Intake & RefundReceive the returned item wherever it comes back, check what it is and what state it is in, and get the customer their money or exchange without making the return feel like an interrogation.
- BC-1380.30Disposition & Value RecoveryDecide what happens to every returned item — back on the shelf, refurbished, sold through a secondary channel, recycled or disposed of — and recover the most value for the least handling.
- BC-1380.40Vendor Returns & RecallsSend defective, excess and recalled goods back to the vendor under the agreed terms, and pull recalled products out of stores, warehouses and customers' hands quickly and completely.