OUR AFTER SALE SERVICES

To ensure relaibility in our Product and e-commerce services, a reverse logistics process has been put in place which is a key component of building and sustaining successful, streamlined supply chains with our clients and suppliers. Our reverse logistics solution is customized on client’s needs. Without such a tailored reverse logistics strategy, our suppliers will miss out on potential asset recovery revenue and customer satisfaction because of lack of a system in place for recycling, reusing, or safely disposing of returned products.  Therefore, a successful reverse logistics solution increases customer satisfaction and brand loyalty because customers are better able to make returns or get a replacement product within a reasonable time.

Reverse logistics is thus an integral part of our business since e-commerce brings about increased returns thus necessitating strong, reliable and effective after sale services to manage the shipping of goods from the consumer back to the retailer for repairs, reworks, replacement, etc.

Given that recently, returns on e-commerce orders are three to four times higher than brick and mortar purchases, integrating reverse logistics is a fact of life for us.

What to know about our reverse logistics and process

Like elsewhere, our reverse logistics process is the opposite of the standard supply chain. Here, we manage the movement of goods from the end user (customer) back to manufacturer/supplier for repairs, rework, recall, replacement etc. It include all returns from e-commerce as well as components for refurbishing and remanufacturing. The products may be resold or disposed of permanently through this process set up between us and our suppliers/manufacturers.

How we manage our returns

Returns management being the supply chain management process companies’ use for all activities associated with returns, reverse logistics, gatekeeping, and avoidance within the firm and across all elements of the supply chain, we have adopted an outbound shipment management and collaborative approach in dealing with our returns. Moreover, we have put strategies in place that streamlined our returns through deep understanding of client requirements and associated specifications and feathers. By doing so, value is being recaptured or final disposal is done in strict respect of environmental and disposal national rules and regulations as well as international standards and norms.

We therefore plan, implement and control the efficient inbound flow or reverse flow of returns, as well as the storage of goods and related information to recover value or proper disposal. The effectiveness and efficiency of this approach is thank to our Reverse Integrated Logistic System (RILS) which has been designed for reliability, availability, maintainability and testability, as well as safety.

What are the types of reverse logistics we handle?

Our reverse logistics relate to any of the following activities after the initial purchase because it doesn’t fit the customer’s needs, defective, it violates regulations or it has reached the end of its service life:  This includes:

  • Returns
  • Returns avoidance
  • Remanufacturing
  • Refurbishing
  • Packaging
  • Unsold goods
  • End-of-life
  • Delivery Failure
  • Rentals & leasing
  • Repairs & maintenance

How does our reverse logistics process work?

We have put in place, three components for our reverse logistics management consisting of: Return Policy and Procedure (RPP), Remanufacturing or Refurbishment (ROR) and Waste disposal (WAD).

RPP is our approach to handling returns that is shared with customers and employees that covers aspects such as how long after purchase a return is accepted, who is responsible for shipping and whether there’s a restocking fee.

ROR covers what happens to a return after it is accepted. Some products like automotive or manufacturing components are remanufactured and sold again. Some are simply refurbished, such as a product put into new packaging, or restocked on the shelves.

For some products, WAD comes into play for disposal as the products are not suitable or not permitted to be resold after return.

Each process depends on the business, but essentially it involves all after sales supports. It starts with a reason for a return, and the customer contacts the appropriate focal point through our E-Commerce Platform or What Sapp (+237 653 81 53 49) to initiate the return. For product categories, we advise our customers to contact us directly rather than returning the product to the store. Our Responsible Officer then arranges for transportation of the returned product, which could involve sending a shipping label for a parcel pickup, or arranging for truck pickup for larger items. Before returning any product, ensure that the returned item has the same level of visibility that an outbound package has. Our Responsible Officer may accept returned goods at a separate facility or specific docks for restocking or liquidation. Each item are tracked with the same level of visibility and transparency as an outbound shipment.

What are the benefits of our reverse logistics to our clients and suppliers?

The primary goal of reverse logistics is to recover value from assets to increase revenue and reduce expenses. Establishing a reverse logistics strategy can also boost the efficiency of a traditional supply chain by separating the operations.

Therefore, establishing a special supply chain process(reverse logistics) to manage our products beyond purchasing and final sale, add value to all our clients and suppliers as returns are either treated under special policies of; repair, warranty recovery, redistribution, value recovery, end-of-life recycling or any combination of these activities. Depending on volume, a new reverse supply chain may be established.

Furthermore, the creation of a reverse logistics strategy allows outbound and reverse logistics to function as efficiently as possible because previous attempts to shoehorn reverse logistics into the traditional supply chain framework led to bottlenecks and customer dissatisfaction.

Treating supply and returns in separate supply chains complete the essence of closed-loop supply chain where zero wastes are generated by pushing producers of products to also take responsibility for their products disposal.

Four our suppliers, reverse logistics completes the product lifecycle to support reuse and repurposing of products and materials. You can recapture value by reselling items as is, refurbishing them or selling to a discount liquidator. Some materials can be recycled or sent for final disposal in an environmentally responsible manner.

Our well-planned, customized reverse logistics policy is able to reduce storage and distribution costs, improve a supply chain reputation, satisfy customer needs and create a more sustainable supply chain. We use our return policies as a competitive differentiator.

With our comprehensive reverse logistics strategy, administrative, transportation and support costs are reduced while at the same time increasing product velocity.

Our sustainable reverse logistics strategy provides a range of benefits to our suppliers, from eliminating fines from government organizations for improper disposal to improving the public perception of partners as well as recovering value from assets. Given the system we have put in place, we are able to respond quickly, reducing the risk of litigation, regulatory action and customer dissatisfaction.