How a Global Retailer Solved Complex B2C Returns Processing
In order to efficiently manage B2C returns, companies must think and plan differently than when addressing a B2B returns scenario. B2B returns typically arrive at the processing facility in a consistent manner, while B2C product returns are mailed back in various types of packaging; sometimes items are not properly packed and arrive damaged; information is incomplete or missing; or items may be dirty or wrinkled.
Amer Sports, an international sports goods company with brands such as Salomon, Atomic, and Wilson, was leveraging the ReverseLogix returns management system for its B2B returns and had great success: Returns are faster, more automated, and the company has better visibility into its returns data.
Amer sought to expand that success to the hundreds of thousands of B2C returns that move through its winter sports distribution center in Ogden, Utah. “[The returns] need to be processed very fast…hours to process the return and enable the crediting to the consumer,” said Kai Bahlmann, vice president of warehousing at Amer Sports.
ReverseLogix was implemented for B2C returns. Within days, employees could expertly leverage the technology. Today, back-end returns processes are automated, with fewer steps overall. Item images help employees ensure they are working with the correct item, and an intuitive user experience helps Amer scale up during busy seasons.
“I’d say [ReverseLogix] doubles the amount of returns we used to be able to do,” said Hayden Rice, returns specialist at Amer Sports.
Hear more from the team at Amer Sports! Learn how ReverseLogix helps them quickly manage B2C returns, train employees fast, and get actionable insights from returns metrics.