For many FMCG suppliers, returns are the least controlled part of the supply chain. Stock that comes off the shelf – overstock, wrong deliveries, damaged packs, expired lines – is left in a returns cage or back room until someone deals with it. Often nobody does.
Where returns go wrong
- No one owns them at store level. Store staff are busy, and the supplier is not there.
- No evidence. Without photos, quantities and a reason, claims and credits are disputed or lost.
- Slow decisions. Stock waits weeks for someone to decide whether it should be returned or dumped.
- Expired stock goes back on shelf. Uncontrolled returns are a food-safety and Consumer Protection Act risk.
Good returns vs bad returns
Split every return into two categories from the start. Good returns are saleable – overstock, wrong product, cancelled orders, delisted ranges, damaged outer packaging – and should come back to you. Bad returns are unsaleable – expired, short-dated, damaged, tampered, spoiled, recalled – and should be disposed of with your written approval.
A five-step returns process
- Find: a merchandiser checks back rooms and returns cages at every visit and calls the store manager to release stock.
- Capture: store, products, quantities, batch or expiry, a reason code and photos.
- Send: a PDF slip reaches you by WhatsApp or email the same day.
- Approve: you choose return, dump or query – in writing.
- Close: stock is collected or disposed of, and the slip is closed with who approved and when.
Reason codes turn returns into data: you can see which stores, products and causes drive your losses, and fix them upstream.
082 Sales & Distribution runs this process for suppliers across South Africa. See our reverse logistics service.