Emplas has launched a new customer returns procedure, designed to make returning faulty or damaged product simpler, while increasing its visibility of any issues in supply.
Launched at the tail end of last year, Emplas has stripped-back the process so customers can manage the returns process online through its digital portal EVA, with full visibility of the status of returned products, for example, awaiting collection, returned or refunded. The returns process is initiated by registering a product for return online and then printing out a corresponding returns label and sticking it to the product being returned. This is then collected by the delivery driver who will match it to the collection number and once inspected, trigger a credit. This immediately sets the returns and refund process moving, reducing the time customers wait for a refund.
If it’s not possible to return a product because it would be dangerous to do so, for example, a badly damaged IGU, installers can simply register the failure and trigger the process without physically returning the product. Kush Patel, Deputy MD said that the new process was simpler but also increased its visibility of process as part of their programme of continuous improvement.
“Our customers don’t need a double hit if something isn’t right”, he said. “If there’s a manufacturing fault or something has been damaged in transit it’s going to cause them disruption. We don’t want to add to that frustration by making our customer returns process overly complicated. With one of the UK’s leading OTIFs and, Emplas employs rigorous quality control checks throughout its manufacturing process. This includes de-taping profile and re-taping product with customer-branded tape during final checks ahead of dispatch”