Reverse Logistics in eCommerce

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REVERSE LOGISTICS IN
eCommerce
Mile Sucur, eCommerce General Manager , CT Freight

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DEFINITION
Reverse Logistics refers to the process of managing products past the manufacturing stage.
This flow of returned materials from consumer to retailer, retailer to distributor, or distributor to
manufacturer, is also known as the reverse supply chain
E-Commerce Returns live within the Consumer to Online Retailer aspect
REVERSE LOGISTICS WITHIN eCOMMERCE
Online Retailers offer refunds or credits within their returns policy or as part of their terms and
conditions
Consumers are more likely to initiate a purchase transaction when the returns options are
reasonable, easy and economical
67% of Online Consumers check the returns policy

3. SOLUTIONS AND OFFERINGS THAT A MEMBER COULD OFFER
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Considering that most of our WCA eCommerce members already offer international supply chain services,
opportunities can be found in creating solutions within your current strengths as you continue your
development
Primary Solutions Secondary Developments Integrated Solutions
Offer a Physical Returns address Tailoring towards OnLine Retailers Tailoring towards OnLine Consumers
Receive and Report (Basics) 1st Mile Solutions Software Development into Shopping Cart
Warehousing & Storage Hybrid Repack and Ship Options Consumer driven options
Re-ship Domestic Quality Assurance Services In-to Store Transfers
Airfreight Consolidations (re-export) Electronic Data Communication Return Hub Network Development
Bulk Shipping / LCL (re-export) Duty Drawbacks Multinational integrated Solutions
QA Return Items

4. MARKET OPPORTUNTIES THAT A MEMBER COULD TARGET
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Potential Markets for WCA eCommerce members within the reverse logistics realm,
Opportunities can be various but predominantly tailored to the clients needs
Primary Markets Secondary Markets Integrated Markets
Each other  (WCA eCom Members) Each other  (WCA eCom Members) Each other  (WCA eCom Members)
Current Inbound eCom Client Base Current Inbound eCom Client Base Current Inbound eCom Client Base
Current Outbound eCom Client Base Current Outbound eCom Client Base Current Outbound eCom Client Base
Other Supply Chain Vendors Other Supply Chain Vendors Other Supply Chain Vendors
eCommerce Platforms eCommerce Platforms
Postal Subsidiaries and Authorities Postal Subsidiaries and Authorities
Dometic Online Retailers
International Online Retailers
Market Place Platforms

6. ReTex Integrated
eReturns Service
Powered by
Our Return Service has
evolved with new options and
technological innovations
Fashion, Electronics and Fitness
are the largest segments of our
returns market
Approx 30% of online
purchases become returns
compared to only 9% in
bricks & mortar stores

7. BENEFITS OF OUR DEVELOPED SOLUTION
• Software Access 24/7 to live data for e-consumer, e-retailer and e-supplier within a
single platform. Embed within the online retailers website
• Integration with e-retailers WMS systems or fully operated by CT RetEx
Shipments/Returns can be imported into the system or created within it
• Multiple options (courier pick up, drop point, carrier drop, etc.) and locations in five
capital cities across Australia to collect returns, making the process easy resulting in a
positive customer experience
• Various payment options depending on the returns policy
• Consolidation opportunities and ship back to e-retailer; only required items.
• Cost reduction due to less parties involved in the reverse supply chain
• Potential Duties draw backs
• Better time management and customer experience.
• e-Returns management at sku’#s level. Multiple options:

8. Online Portal View

10. FREE RETURNS
IS A
MARKETING
STRATEGY TO
ENHANCE
SALES

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