Retouren

What are returns?

Returns refer to shipments that flow back toward the warehouse or supplier after an initial delivery. They may be triggered by end customers in e-commerce sending a product back, by retail branches returning surplus or defective goods, or by trading partners delivering stock back under agreed return policies. Returns are therefore a structural element of modern supply chains, not an exceptional case.

How does the returns process work in practice?

A complete returns process begins with the receipt of the returned goods and their unambiguous identification — typically via barcode, QR code, or order reference. This is followed by a condition assessment: is the item in its original packaging, damaged, used, or defective? Depending on the outcome of this assessment, different process paths are followed:

• Put-away as A-grade goods if the item is flawless and fit for resale
• Refurbishment or reconditioning for used but repairable items
• Resale as B-grade goods through alternative channels at reduced prices
• Return to the supplier where contractual arrangements provide for this
• Disposal or recycling for items that can no longer be utilized

A clear set of rules is essential — one that specifies the correct path for each product category and each reason for return. Without this control logic, processing backlogs develop, inventory is incorrectly valued, and losses remain invisible.

What matters when selecting processes and systems?

Anyone seeking to manage returns processes professionally must first clarify the volumes and types of goods involved. A fashion retailer with a high return rate has different requirements from an industrial supplier dealing with occasional quality complaints. Key decisions include: are returns processed in-house or outsourced to a specialist service provider? What system support is required — is a WMS extension sufficient, or is a dedicated returns management system needed? How are return reasons captured and analyzed in order to address root causes in procurement, packaging, or product descriptions?

Typical control metrics include the return rate by channel or product group, the throughput time from receipt to re-availability, and the loss in value compared to the original selling price. These KPIs help identify both operational bottlenecks and strategic patterns. The depth to which WMS or ERP systems map the returns process varies considerably by vendor — a close look at the actual functional scope is worthwhile here.