Symptoms
- Delays in processing customer refunds and exchanges
- Difficulty in reconciling returned stock back into inventory
- High volume of customer service queries regarding return status
Root Causes
- Reliance on manual, multi-system processes for returns
- Lack of a formal automated RMA workflow
- Discrepancies in return reason coding and reporting
VeeqoZendeskNetSuite
Impact: Negative impact on customer loyalty, inaccurate inventory counts, and increased administrative burden on warehouse and finance teams. This breaks first during peak.
Cogent Approach: We design and implement a streamlined returns workflow, integrate necessary data flows between systems, and establish clear SOPs for faster, more accurate processing.