In one of its multi-client warehouses in Normandy, covering nearly fifty percent of the total area, Rhenus has been managing the logistics of Home Shopping Service's online shopping activities for more than fifteen years. During this long cooperation, volumes have increased significantly. Rhenus has always been able to demonstrate innovation and adaptability to improve processes and to support its client in its business development. For the past few years, the management of customer returns has been central to customer satisfaction for the trader. It is a new inbound flow that requires careful control, specific handling with overwrapping, returning to stock or dispatching from the warehouse to other businesses.
"The processing time for returns determines the reimbursement to the customer of the returned product. It is therefore a fundamental process of the customer experience that we guarantee to our TV shoppers. Together with our Quality department and Rhenus, we have optimised this activity. Our goal, beyond customer satisfaction, is also to integrate returns into a virtuous circular economy process. After a quantitative and qualitative control carried out by the Rhenus teams, the product can be put back into stock, returned to the supplier or sold to a discount circuit. We avoid destruction as much as possible. Last year, we worked on upgrading one of our flagship products in the field of cooking, which we now market in a refurbished version”, explains Carole Allain, Operations Director at Home Shopping Service.
“We treat the management of product returns as a logistics activity in its own right. Today, this represents a significant volume in inbound flows, both for TV shopping and for electronic commerce. We are able to offer our retail customers a personalised process that aims to enhance the value of returned products while optimising the satisfaction of end customers so that they re-order a replacement product”, says Mercedes Ortiz Garcia, Business Development Director at Rhenus Logistics France.