Distribution Centers Process Online Returns
With the potential addition of 18.5 million Veteran online customers, the Exchange had to rethink its return process.
“The Exchange needed a streamlined return process for customers who don’t have access to Exchange facilities on installations and a more convenient return process for those who do,” said Chief Logistics Officer Karen Stack.
Logistics, Information Technology, Credit Program, Finance and Accounting, Merchandising Directorate and Store Operations collaborated to begin the process earlier this year. “The customer doesn’t need to communicate with the customer contact center for returns anymore,” said Operations Analyst Supervisor Bryson Wingo. “Any non-bulk order fulfilled by an Exchange facility will contain a return label within the package.”
The customer doesn’t need to communicate with the customer contact center for returns anymore.
—Operations Analyst Supervisor Bryson Wingo
With the new process, customers can reuse the box the item or items were shipped in, place the provided label on the box, notate the reason for the return and deliver the item to their local FedEx for delivery to the closet Exchange distribution center.
“Once the distribution center receives the package, the item is evaluated by a DC return associate to determine the condition of the item,” Wingo said. “After the package has been evaluated and the item has been validated against the order, the customer is refunded.”
The return program will be improved even further in 2018 when customers can process their returns online. This future upgrade will put the Exchange in line with industry standards while enhancing the online shopping experience.
