Returns management includes both a customer service and an operations process. Combining these processes creates the RETURN-TO-SETTLEMENT (RTS) process. Let’s explain the Return-to-Settlement process by breaking it down into two main processes and four underlying processes.
The service part of the Return-to-Settlement process comprises two main processes:
The process in which the customer requests and receives authorization for a product return (known as the Return Material Authorization or RMA).
The process in which the product return is settled with the customer through various service actions like a refund, exchange, repair or reward
The operations part of the Return-to-Settlement process comprises two main processes:
The process in which products are returned from the customer to the designated location where returns processing takes place.
The process in which product returns are received, inspected and dispositioned through various actions like restock, repair, and recycling.