02 — Capability · BC-670.50
Returns & Reverse Fulfillment
Let customers return what they should be able to, get the goods back into stock, repair or disposal quickly, and settle the credit without argument.
- Returns Management
- RMA
- Reverse Logistics
In scope
- Return authorization and policy application
- Inbound return receipt and disposition
- Credit or replacement or refund triggering
Out of scope
- Warranty terms and product repair service (see BC-560)
- Issuing the credit note and refund (see BC-250)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-670.50.10Return AuthorizationDecide whether a return is allowed under policy, issue the authorization and the label, and set the customer's expectation for credit.
- BC-670.50.20Return Receipt & DispositionReceive the returned item, inspect it and route it to restock, refurbish, return to supplier or disposal with the reason recorded.
- BC-670.50.30Return SettlementTrigger the credit, replacement or refund the policy entitles the customer to as soon as the disposition supports it.
- BC-670.50.40Returns AnalysisAnalyze return reasons by product, channel and customer so product, marketing and fulfillment hear what is coming back and why.