Reverse logistics, service logistics, integrated repair services, life-cycle management... they're all confusing terms and most people have no idea what they all mean.
Reverse logistics is the process that starts when goods are returned to a store or point of sale for any reason (e.g. fault, failure to perform, end of life, dissatisfaction, trade-in etc). In contrast to forward logistics, reverse logistics does not follow a straight line process. Products may go from the store to the retailer's national warehouse, at which point they may be sent to a manufacturer for refund, sent to a repairer, or sent to an e-waste specialist for disposal.
As you can imagine, reverse logistics is an incredibly complex component of the supply chain and involves a high number of related parties. Care and expertise are essential in this field.
Service Plus are experts in Service Logistics which is a subset of Reverse Logistics. We
specialise in the products that are returned to store for replacement or repair as a result of failure. We call this "Service Logistics". This video explains in more detail:
The key roles are:
- Logging and tracking
- Communication (with the customer, manufacturer, retailer, insurer and other related paries)
- Assessment (to confirm the fault or described issue)
- Repair or Replacement (in some cases refunds are arranged via the retailer)
- E-Cycling (to dispose of the faulty components or products)
Service Plus simplifies the repair/return arrangements by coordinating the related parties to ensure the best solution for the customer. We turn the spaghetti of traditional reverse logistics situations into a centralised process with clear documentation.