Emplas has launched a new customer returns procedure which has been designed to make returning faulty or damaged products simpler. In doing so, we can increase the visibility of any issues in supply.
Launched at the tail end of 2018, Emplas has stripped-back their returns process, allowing the customer to manage returns online through EVA. In doing so, we can provide our customers with full visibility of the status of returned products, letting them see if they are awaiting collection, returned or refunded.
The returns process is initiated by the customer registering a product for return online. They then print out a corresponding returns label and stick it onto the product being returned. This product is then collected by the delivery driver who will match it to the collection number, and once inspected, trigger a credit This immediately sets the returns and refund process moving, reducing the time customers have to wait for a refund.
If it is not possible for the customer to return the product because it would be too dangerous to do so, for example, a badly damaged IGU, installers can simply register the failure and trigger the process without physically returning the product.
Kush Patel, deputy managing director at Emplas, said the process was simpler but also increased its visibility of process as part of Emplas’ programme of continuous improvement.
Kush said: “Our customers don’t need a double hit if something isn’t right. If there’s a manufacturing fault or something has been damaged in transit, it’s going to cause them disruption. We don’t want to add to that frustration by making our customer returns process overly complicated.
“So, we’ve stripped it back, making it far simpler but also significantly improved our own ability to track returns, which means that if there’s an underlying issue in an area of manufacture, or within our supply chain, we know and we can address it.”
Once a customer complaint is filed and the returns label has been attached to the faulty product, customers can trigger the collection through Eva. This means the lorry driver arrives with a list for collection when delivering their next order or as soon as the return is ready. Each returned item is then reviewed by Emplas’ quality control department and credit is awarded where applicable.
Kush continued: “Eva also delivers a push notification to customers who have re-ordered and filed a complaint but who haven’t triggered the return. Customers have 56-days to return the product and get credit.
“The system will prompt them to trigger the returns process i.e. print the label and request collection to make sure that they stay within that 56-day period.”
As one of the UK’s leading On Time in Full manufacturers, Emplas employs rigorous quality control checks throughout its manufacturing process. This includes de-taping profile and re-taping product with customer-branded tap during final checks ahead of dispatch.