Successful Reverse Logistics for e-Commerce Retailers
by Paul Rupnow
If you run an e-commerce retail store, product returns are unavoidable. Reverse logistics in an e-tail environment is a challenging part of your business. Customer service is essential to getting and keeping your on-line customers. The handling of your returns is an essential component of your customer service program.
In order to effectively deal with product returns you need to ensure you are addressing not only the needs of your customers, but also the needs of your company to ensure you are minimizing the cost and impact of the returns on your company, since they can have a very significant impact on your profits. Full Article
Visit the Exhibition Hall where OEMs, ODMs, Branded Companies and Retailers can find 3PSPs that can manage RL in the Americas, along with identifying solutions for Europe and the Far East. 
For those who like one-on-one time with their clients, join us at RLA Golf Tournament being held on Wednesday. Wednesday also offers the Post-conference Workshops.
When asked "Who was the greatest American male dancer of all time?" most people would respond "Fred Astaire" without hesitation. However, the response to "Who was the greatest American female dancer of all time?" is typically much more wide open.
Reverse Logistics—the science of taking something back into "forward-available" inventory in a documented, orderly fashion—can be broken down into general categories, one that companies are generally prepared for and one that they are not. The first category is warranty returns. Companies with warranty programs are set up for returns, because they learned early on to think in reverse. Though quantities vary, they are fairly predictable, because they're based on products' historical service lives. As items are repaired, they are repurposed in forward logistics mode, because for warranty items there is a natural drive to be "forward-focused." 
In November, the Reverse Logistics Road Show Series headed to Miami and tackled the issue of "Balancing Wireless Reverse Logistics to Meet Customer Satisfaction." More than 40 reverse logistics professionals came together to make it one of the most successful seminars yet.
Larry Maye of Palm began the event by surveying the current state of reverse logistics in the wireless industry and what the RLA Wireless Focus Committee that he chairs is doing to improve processes and communications between manufacturers, carriers and 3PSPs.
Mike Reasoner of Alltel spoke on the importance of satisfying customer needs through flexible returns options. He examined Alltel's implementation of a program designed to give customers an alternative to traditional in-store returns.
After lunch attendees toured the TOPP Solutions facility, an ISO certified, Cellular Repair and Refurbishment Service Center. Each attendee got a detailed look at the repair and refurbishment process specifically designed for cellular phones returns. The event provided attendees a first-hand look at how TOPP Solutions' industry leading systems and processes builds loyalty and high levels of customer satisfaction.
Lori York Sibert of Avaya looked at "Improving End-to-End Reverse Logistics Operations." She talked about assessing the problems with a company's RL operations and establishing a formula for success and the importance of correct, defined metrics along that path.
RL Quote is available for all manufacturers and retail companies at no cost. 3PSPs that are members of RLA can respond to 
We at RLA are interested in learning more about your Reverse Logistics processes, so that we may serve you better. Please take a few minutes to complete the survey questions.
Upon completion, respondents will be entered into a drawing for an iPod™ Nano and two $100 American Express Gift Cards. In addition, the first 200 completed surveys submitted will receive a LED flashlight.