Stock coming back.
WHAT RETURNS ARISE FROM
Damage in transit Damage before delivery Wrong goods delivered Expired or near-expiry stock Unsold stock, where terms permit Faulty product
WHAT TO ESTABLISH
A clear policy: what is accepted, in what condition, within what period.
WHY
Without one, every return is negotiated and customers test the limits.
WHAT TO REQUIRE
That damage is noted at delivery.
WHY
It is the only point at which responsibility can be established.
WHAT TO ESTABLISH ABOUT EXPIRY
Whether you accept near-expiry returns, and on what terms.
WHY IT MATTERS
Customers otherwise hold stock until it is worthless and then demand credit.
WHAT TO NEGOTIATE WITH SUPPLIERS
Their returns policy, matching what you offer customers.
WHY
A mismatch means you absorb it.
WHAT TO RECORD FOR EVERY RETURN
Customer, product, quantity, reason, condition, date Whether credit was issued What happened to the goods
WHY
Returns are a route for fraud, and records are the control.
WHAT FRAUD LOOKS LIKE
Returns of goods never purchased Returns of competitor product Credit claimed twice
WHAT TO VERIFY
That the returned goods match an actual purchase.
WHAT TO DO WITH RETURNED STOCK
Inspect it Return it to saleable stock only if it genuinely is Write off the rest
WHY INSPECT
Damaged stock returned to the shelf is delivered again and returned again.
WHAT TO MEASURE
Returns as a proportion of sales, by customer and product.
WHAT HIGH RETURNS INDICATE
Over-selling, quality problems, or abuse.
