Dear sellers, in this lesson, you will learn about how to handle return to vendor
I. What's Return to Vendor
II. Which type of goods will have RTV
III. Email pushing of RTV
IV. How to add picker
V. Pickup process
VI. Domestic-side return
Return to vendor is type of reverse logistics.
In order to realize higher warehouse usage rate and make sellers handle return issues more rationally, Jumia has released special management model to handle inventory of returned goods.
RTV can be classified into the following two types:
1. International-side return (overseas warehouse), usually referred to as RTV
2. Domestic-side return (collection warehouse), usually referred to as abnormal return
Slow-moving stock in overseas warehouse
Overseas warehouses have limited capacity, Jumia needs to adopt strict back storage management measures on slow-moving products, so as to maximize the usage rate and turnover rate of warehouse, and enable you to list more best-selling products at faster rate.
Based on SKU categories (fashion category/non-fashion category), Jumia will classify products into different Buckets to recognize the slow-moving stock
No Action (no operation needed):sell well
At Risk (need promotion, etc.): relatively long storage time and slow selling pace.
RTV (Return to Vendor): the storage time is long and the selling pace is slow. Measure: initiate RTV procedures, meaning that Jumia will remove such SKU from warehouse, the vendor shall reply RTV email and contact logistics provider to withdraw the product.
Forfeiture: any SKU that no one claims will be forfeited by Jumia.
Age of the SKU on vertical tabulation: meaning the latest warehousing time of SKU
Number of days used selling out remaining stock on horizontal tabulation (Coverage of the SKU): meaning the quantity of online commodities/average daily sales revenue (calculated based on the last four weeks). It means the number of days used to sell out all stock based on certain sales pace. It can be simply understood as selling pace.
Examples are made as follows:
If a new seller listed 300 pieces of men’s jackets, in the past 4 weeks, it sold an average of 2 jackets a day, the age of the SKU is 142 days.
In order to effectively manage stock and preserve sufficient storage capacity for best-selling products, we encourage discounts for promotion, and it’s also for avoiding products from entering RTV/ Forfeit process.
The goods returned to return warehouse from customer side and did't pass warehousing QC shall be recognized as unsellable stock.
After the 15th day in every month, Jumia would push the list of goods recognized as RTV in current month to sellers in form of email
Email title: Jumia Global RTV Non-sellable Inventory & Aged Inventory
If any seller receives the email as shown in the screenshot, please operate as instructed in the email content, and reply the goods to be returned or forfeited to the sender within regulated period (if it needs to enter the return process, please notify in the reply email about the logistics provider that will pick up goods, so we can record the information and make arrangement).
Any goods that didn’t provide feedback and didn’t receive feedback within deadline shall be deemed as abandoned, any abandoned product will be directly destructed.
When a seller needs to return products, please operate based on the following steps.
Add the picker’s name (it needs to be authentic material), click Save to get the picker’s Username and Password
1) A picker shall go to warehouse to pick up goods with ID certificate, Username and Password;
2) The Password will only appear once, the seller shall record the information when it appears on the image above, and give it to the picker.
3) Picker information can be used for multiple times after added, if there’s no need to change the picker for future pickups, then there’s no need to add again.
If the seller forgets about the password, it may return to the Manage Pickers page and click Reset Password (reset password)
Jumia’s warehouse will pack the goods based on the RTV email replied by the seller, and deliver it to the RTV pickup warehouse for the seller to pick it up.
The system will automatically send an email to notify the seller of the quantity of goods to be picked up by the seller, the number of boxes, working time of warehouse, warehouse address, details of goods and storage period.
After the completion of storage period, if the seller still fails to come and pick up goods, the products will be directly forfeited.
The email template is as shown in the image, sellers shall rationally arrange picker to pick up goods within effective period.
When RTV goods are picked up by picking agent, the system will automatically push an email to notify the seller that the returned goods have been handed over, the email template is as shown in the image, after picking up goods, sellers shall inspect goods as soon as possible, if there’s any doubt, they may click RAC at the bottom of the email to appeal.
A parcel may have abnormal circumstance after being mailed to SEKO warehouse.
For example: an order is already canceled, an express sheet couldn’t be scanned, dangerous goods (DG), etc.
Besides DG parcels, for arrangement of other abnormal parcels, one may contact the SEKO customer service
Besides, SEKO customer service may also notify each seller in every week of the abnormal pieces to be returned (only limited to the sellers with contact with SEKO).
An abnormal parcel can be stored at SEKO for one month, sellers shall timely withdraw their abnormal parcels!