Product Return: Beyond the Customer Service Counter

“Product returns” occur when customers or consignees identify minor flaws, expired or non-performing assets that require products to be returned to their manufacturers. The products do not typically pose major safety hazards to consumers in any event. Product returns are a normal part of doing business, but can also happen during the product recall process.

Yet, because product returns occur for so many unpredictable reasons, the manufacturer cannot usually anticipate what products will actually be returned. Accuracy is an important part of product returns during a recalls. Here too, the efficient, compliant management – including consumer communications, processing, tracking, counting, and reimbursement – is critical to success.

When products are returned to their manufacturers, all relevant information should be documented to trace the product through the supply chain in the event that a product return leads to a recall or withdrawal, regulators may need this information to determine next steps. If there is enough likelihood of a product recall, you will need to verify that you have a plan in place to follow appropriate recall procedures and adhere to the regulations governing recalls.

Outside recall agencies can help manage product returns at several levels, involving manufacturers, wholesalers, retailers, and providers of acute healthcare. Returns processing and returns management expertise is available to both public and private companies, as well as independent pharmacies and healthcare providers, to effectively manage and track all product returns.