E-commerce logistics and returns

Order cost does not end at dispatch

Picking, packing, delivery, errors and returning goods to sale all affect the result. Delayed returns can hold up both customer refunds and the use of available inventory.

We trace orders and returns from system data through actual warehouse activities. In multichannel businesses, we separate e-commerce costs from store and wholesale deliveries.

What we improve

We examine order intake, picking priorities, packing, carrier handover and returned parcels. Process analysis is combined with an assessment of system data.

• Order and return handling cost and causes of rework.
• Lead times, cut-off times and peak workloads.
• Return receipt, identification, product inspection and status updates.
• Coordination between warehouse, customer service, finance and carriers.

How we measure change

We agree clear start and end points for handling-time measurement. Physical receipt, product inspection, availability for sale and customer settlement are distinct stages. Each should have an owner.

We prepare an improvement plan and control metrics. If the target is returns processing within 24 hours, we first agree the definition, exceptions and resources. We support implementation and verify the agreed approach.