At a company that does not operate reverse logistics any item that has been returned from a customer may be received into the warehouse and stored until it is examined by the quality department or scrapped, this could be hours days or months. Not only does this scenario use precious warehouse space, but it fails to address the potential benefits of repairing items for customers or refurbishing returns for potential resale. Both of these options can turn the loss due to the cost of disposal into a profit for your company as well as improving customer satisfaction.
在一个不进行逆向物流的公司，所有的客户退还商品可能会被收入货仓然后一直储存到质检部门来检验其质量，或者将其销毁。这一过程可能需要数小时、数天，乃至数月。这种方案不仅占用了宝贵的仓库资源，而且也剥夺了替客户维修这些产品的潜在利润和将这些产品翻新后再销售的可能。后两种可能不仅将由于销毁而带来的损失转化为盈利，同时还能提高客户满意度。
The value added processes that are performed on customer returns, as well as the whole returns process, have been described by the term “Reverse Logistics”. This process covers the method by which items are returned from the customer and the processing of the returns by servicing and returning to the customer, putting the material back into stock or refurbishing the items for resale. The returns process has now become an important part of the processing that takes place in the warehouse.
对客户的退货以及整个退货过程的增值过程，被称作“逆向物流”。这个过程包括了物品被退回公司的方式，对退货的处理过程（对客户的服务和产品返还），将这些物品归还到仓库或者翻新重售。这个退货处理过程现在已经成为了在货仓中产品处理的重要一环。
Helping The Customer
客户服务
When a customer receives an item from your company that are unhappy with and then has to return the item, their satisfaction with your company would have decreased. If your company then has a poor returns process whereby there are hurdles in retuning the item such as paying for shipping, or restrictive freight carriers, delays in issuing a refund, etc., your could lose the customer’s business in the future.
当一个客户从你的公司买到一个他不满意的产品并需要退货时，他对你的公司的满意度会降低。此时此刻，如果你的公司还有一个糟糕的退货过程以至于顾客在退货时遇到诸如承担运费、限制运输公司、推迟退款等障碍，你很可能会失去这个客户。
The first step of a best practice implementing a reverse logistics solution, would be to supply the customer with a return label, when the item is shipped, that includes the customer’s order number in barcode form so that you can inform the customer as to when the item is received in the warehouse. The receipt could also trigger a replacement or credit memo to be processed. Communication is crucial in keeping the customer happy.
采用逆向物流最好的执行方法的第一步，就是为而客户提供一个返还标签，所以当被退还产品发货时，这个返还标签上已经包含了客户退货订单号的条形码，这样就可以告知客户退货收到的具体时间。这个收据同样可以生成一个换货通知单或者贷项通知单。交流是保证客户满意的关键。
Warehouse Operations
货仓操作
Customer returns can arrive at the warehouse without prior knowledge or authorization. This can cause capacity issues with warehouse resources as warehouse managers try to plan their resources based on the inbound and outbound deliveries in the system. When returns arrive they can take a long time to process as information has to be found about the item and this wastes resources. By having a package with a barcoded label, the warehouse does not have to spend any time investigating the details on the return. The item can then be placed in a location specifically for returns processing.
客户退款可能在没有预警、预兆的情况下被送抵货仓。因为货仓管理者是依据入仓和出仓的运量来统筹仓库资源的，这样就会造成货仓容量不足等问题。因为要寻找退货的信息，退货也可能在仓库中停留相当长的时间，这也是对资源的浪费。通过设立一个有条形码的包装，货仓就不必调查退货的信息，该货物就可以被储存在专门为退货设置的区域。
Refund, Restock, Refurbish
退款，进货，翻新
When the returned item is inspected, the quality department can determine whether the item is suitable for a customer refund. By inspecting the item the quality inspector can identify whether the item is covered by the returns policy, if not then a refund should not be processed. Many companies automatically refund the customer despite a different item being returned. If the quality department inspect the item and find it to be sub-standard, then a replacement or refund can be issued to the customer. However, if the quality department finds that the item can be repaired and resold this can create revenue for the company. Items should not be scrapped just because they are returned. Many items are returned because the packaging is damaged and these items can be repackaged and placed back into stock. Cosmetic imperfection on an item may not be able to be corrected, but the item still could be sold as a second and generate revenue.
当退货被检查时，质检部门会确定这个产品是不是符合退款条例。如果不符合，那么就不应该退款。但尽管被退回的是不同的货品，很多公司还是自动退款给客户。如果说质检部门检验这个产品后发现是不合格产品，就会像客户送去一个新品或者予以退款。但是，当质监部门发现该产品可以被修好并再次出售时，这就创造了利益。并不是所有的退货都应当被销毁。很多退货仅仅是因为包装损坏，只要重新包装即可再度出售。有些表面的瑕疵即使不能被修复，也可以作为次等品销售来增加收入。
Recycling
回收
A facet of the reverse logistics process is that companies should offer end of life recycling for items they sell. When a customer purchases an appliance such as a washing machine and it reaches the end of its service life, the customer will often not know how to deal with that item. Your company should review how it deals with this type of situation. Many items that are sold contain toxic components, such as heavy metals and as consumers become more environmentally knowledgeable. They are more concerned about the effects of dumping items on landfills and companies are beginning to offer a recycling program where consumers can send items back when their service life has ended. A benefit of this for your company is that the recycling of items can lead to a small revenue stream, especially in recycling certain metals. Although this may not be a major source of revenue it may offset the cost of disposing of toxic items, and the customer goodwill would be significant.
逆向物流的一方面就是公司需要为自己销售的产品提供最后的回收工作。当一位消费者购买了一样器械，例如洗衣机，当洗衣机寿终正寝时，消费者往往不知该如何处理它，而你的公司就应该提供这方面的处理方法。很多出售的物品中包含有如重金属之类的有毒物品，随着消费者环境意识的提高，他们对于将产品倾倒在垃圾堆上（对环境）的影响愈发关注。现在的公司正在逐渐发展一种回收程序，这样消费者可以在产品停用后将其送回公司。对公司的好处在于，诸如金属回收等可以提供一点收入。尽管这不可能成为一项主要收入，但是至少可以抵消抛弃有毒部件的费用，并在消费者心里建立良好的企业信誉。
当退货被检查时，质检部门会确定这个产品是不是符合退款条例。如果不符合，那么就不应该退款。但尽管被退回的是不同的货品，很多公司还是自动退款给客户。如果说质检部门检验这个产品后发现是不合格产品，就会像客户送去一个新品或者予以退款。但是，当质监部门发现该产品可以被修好并再次出售时，这就创造了利益。并不是所有的退货都应当被销毁。很多退货仅仅是因为包装损坏，只要重新包装即可再度出售。有些表面的瑕疵即使不能被修复，也可以作为次等品销售来增加收入。
来源：http://dongxi.net/b06gY 东西网，翻译者 wutongzhui
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