A look at the effect e-commerce has had on the complex world of 返回 and the innovative approach 3PL partners have taken to manage these processes in the 零售供应链.
写的约翰·塞尔，零售和运输服务副总裁
介绍| 打印机友好PDF
在供应链中有两个独特的和不同的过程流，正向和逆向物流. While forward logistics handles the onward movement of product from manufacturer to distribution center (DC) to final customer, 逆向物流掌握了消费者和零售商退货的复杂世界. 有第三方物流(3PL)供应商只经营逆向物流, however many forward 3PL providers offer an element of reverse logistics processing in their service portfolios.
In recent years, the rise in 电子商务 sales has led to an increase in the amount of items returned. 2015年全国零售联合会进行的一项研究, 调查显示，平均8%的购买商品被退回, 加起来将近2600亿美元的产品. This increase in 返回 created a challenging situation for 零售ers and an opportunity for their 3PL providers.
本白皮书将探讨电子商务对逆向物流的影响, 在配送中心层面强调客户驱动的流程.
背景:电子商务兴起
随着二十一世纪初电子商贸的发展[2)，消费者对传统实体店的行为开始慢慢演变. 2011 - 2016年, 电子商务行业从2020亿美元增长至3270亿美元, 五年的增长率高达62% [3]. 大多数消费者认为传统的购物方式是一件苦差事，而不是奢侈品, 更喜欢在网上购物. 结果，近1/3 [4在所有的网上购物中, 被送回了DC, 相比之下，之前有8%的资金回到了实体店. This change in consumer shopping behavior brought a myriad of logistical challenges for 零售ers and a new opportunity for 3PL providers.
背景:工程解决方案
作为后勤服务的提供者, 第三方物流公司有责任设计针对其客户的退货解决方案, 保持他们的品牌和供应链需要放在首位.
零售和. 网上零售的
Every 返回 solution is specific to the 零售er’s needs so it is important to note there are distinct differences between 零售 返回 back to the 3PL and consumer e-commerce 返回. 很多次, the close of a ‘season’ will drive a new set in a store and with it an influx of returned product to the DC. 零售ers who sell their product online are known as e-tailers and require a different 返回 process than that of brick and mortar stores. 很多次 e-tailers are not the ones returning product to the DC; it is the e-tailers customer, 消费者.
客户驱动的
在一个完全由零售商定义的过程中, 3PL provider’s work with their customer’s to define ‘return rules’ for their product’s classification and disposition when and if it is returned to the 仓库. 虽然这些规则很宽泛，包罗万象, they can range from the time structure for reporting 返回 back to the 零售er to the eventual disposition of returned product. 一旦定义了这些规则，DC就可以接受退货.
退货会计
The 返回 process is initiated by the customer notifying the 零售er they wish to return an item. 零售商通过生成退货授权(RMA)来继续这个过程。. This will generate a returned shipment and inform the 3PL provider that a return is on its way back to the 仓库. All items received at the DC must be received into the Warehouse Management System (WMS) and 返回 are no exception. 这允许对产品及其唯一标识符进行物理和系统的说明.
与军事革命和解
收到后送交区议会, the 3PL provider acknowledges the returned product has made it back to the 仓库 and immediately begins to reconcile the returned item to the RMA that has been issued. 通过调和军事革命, the 3PL provider is then able to determine if a replacement product or part needs to immediately be shipped back to the customer. This step in the 返回 process is especially important because the customer’s experience is ultimately on the line. 在这个阶段要及时, 第三方物流供应商能够快速运送替换品或向客户发出信用证, 如果需要的话, 产生令人满意的体验.
背景:分配产品配置
一旦军事革命和解, 然后根据质量对产品进行检验, 配置, 以及约定的“返回规则”中定义的其他变量. 经实物检验后，产品据此进行定位. 3PL’s work with their customers to define parameters for assigning product disposition guidelines that are not only specific to product and brand, 但也要在法律的范围内. 这确保了配置要求与品牌元素在战略上保持一致, 但也要遵守联邦指导方针. 而产品的处理在行业内并不标准, there are guidelines set by the federal government to ensure certain products are not resold to customers.
回归库存
The parameters for what can and cannot be returned to stock are thoroughly defined in guidelines set by the 零售er. Often, product is returned to the 仓库 due to damaged packaging, either in store or in transit. 在物流行业中，这被称为“礼品盒”损坏. 在退货过程中，这些类型的损害是常见的物理产品完好无损, 但是包装本身已经损坏，不适合销售. 通过更换产品的包装，该项目可以返回库存和转售. 通常, ‘return to stock’ product is not stored in the same 仓库 location as product that has not been previously shipped. 这就变成了B级产品. Most 3PL providers separate ‘b level’ product both physically and systemically in the 仓库 and WMS, 确保根据订单类型挑选正确的产品版本. Often ‘gift box’ damaged products are resent as a warranty replacement part for a malfunctioning item. 重新发送保修更换部件的过程被视为转发过程, 允许第三方物流供应商利用他们在远期物流方面的专业知识来满足客户. 通过与专门从事正向和反向物流的第三方物流提供商合作, 更换过程是精简的，允许快速周转和满意的客户.
翻新
根据零售商设置的退货规则, 很多时候，退货的物品无法转售，必须寻找替代解决方案. 在电子产品中最常见, a ‘clean and screen’ process identifies defective parts upon inspection and replaces them resulting in a functioning product. 为了使这个过程有效, 许多第三方物流供应商会将这些物品退回给制造商，因为他们必须这样做, 由法律规定, 标记为“翻新”[6] 以便转售.
反向工具包
在某些情况下, 一旦退货到达仓库，产品部件就会被回收，并保存起来供以后使用. 这被称为组件回收. 一个广泛使用的例子是将充电器从电子设备中分离出来. 一旦这些组件部件被回收, they are normally stored in the 仓库 for further use as a replacement part or used to complete a whole product.
废
而有些产品可以退货或翻新, 许多人不能也必须这样处理. 3PL provider’s work with the 零售er to further define parameters for product destruction and certificates are often provided. Careful disposal also includes identifying hazardous materials that must follow a strict disposal protocol. It is the job of the 3PL provider to work with the 零售er to identify hazardous materials within products and factor them into the disposal protocol. 当可适用, 第三方物流通常会聘请回收商回收尽可能多的产品组件, 将绿色元素引入供应链.
结论
平均而言，电子商务客户非常看重简单的回报，超过63% [7网上购物者在购物前会阅读零售商的退货政策. 更戏剧性的是, 研究表明，当提供免费退货时, 电子商务销售额增长高达357% [8]. 与第三方物流供应商合作，简化退货流程, 提供了许多好处，包括产品中心性和易于破坏. A streamlined 返回 process that not only works with your brand but creates a cohesive experience for your customer will pay dividends to come.
作为行业的创新者, det365app combines trends and an entrepreneurial mindset in developing turn-key solutions for their customers. 作为第三方物流供应商运营, det365app is able to use their expertise to develop a personalized 返回 solution as a value-added service for their customers who require it. 在制定一个回报的解决方案, det365app是与客户一起这样做的, 确保满足所有供应链需求和品牌要求. 通过能够作为一个单一的供应商提供正向和反向物流解决方案, det365app能够为客户提供简化的流程和快速的反应时间, 从而产生满意的消费者.
资源
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- 全国零售联合会“2015年零售行业消费者回报”. http://nrf.com/sites/default/files/Images/Media%20Center/NRF%20零售%20Return%20Fraud%20Final_0.pdf
- “电子商务的历史”，摘自声明. http://www.statementagency.com/blog/2016/03/the-history-of-e-Commerce
- Ready Cloud的“电子商务回报终极指南”. http://www.readycloud.com/info/the-ultimate-guide-to-e-Commerce-returns
- 《下载det365app娱乐官网》上的“猖獗的退货困扰着电子零售商”. http://www.wsj.com/articles/SB10001424052702304773104579270260683155216
- “电子商务产品退货统计和趋势[信息图]”，来自商业界 http://www.business2community.com/infographics/e-commerce-product-return-statistics-trends-infographic-01505394#jMYVjje8UjQ21l7E.97
- "零售退货，假日逆向物流提速"来自Talk Business & 政治 http://talkbusiness.net/2013/10/Retail-returns-reverse-logistics-ramp-up-for-the-holidays/#.ul2m3vdks2g
- 《det365app》摘自《det365app》 http://www.huffingtonpost.com/michael-lazar/Retailers-people-want-eas_b_12759542.html
- 《det365app》摘自《det365app》 http://www.huffingtonpost.com/michael-lazar/Retailers-people-want-eas_b_12759542.html
