Tech Data Unveils Web-Based System For Product Return Inquiries
With each purchase, Tech Data catalogs the vendor terms and conditions for the product at that particular time. The information is passed through the distributor's rules-based system, called e-returns, to determine whether the product is acceptable as a return. Previously, solution providers had to inquire via e-mail or telephone about product returns, said John Tonnison, Tech Data's vice president of e-commerce.
RETURN TO SENDER
>> Solution providers receive realtime answers to product return inquiries.
>> Scheduled to be available to general public in June.
>> Rules-based system relies on SKU, date and vendor-specific programs.
>> More web-based functions coming this year.
SOURCE: TECH DATA
The system is one of several Internet-related initiatives Tech Data has planned for solution providers this year, Tonnison said.
"Until now, our e-commerce strategy has been focused on e-sales, not e-business. Now, we're exposing other businesses and economies we have to the resellers. It's not just about generating money online," Tonnison said.
"When a reseller talks to his customer in a live situation about whether or not to take product back, [they get an answer there and then," Tonnison said. "It makes the reseller look more in control than if he has to ask someone else. He's giving the impression he's taking the return as a favor, even though its underwritten by the vendor."
NetConnect, a solution provider in Staten Island, N.Y., has had to eat many returns with no recompense because it was not sure if the return would be accepted. Tech Data's system will fix that, said Joseph Ambrosole, president of NetConnect.
"It's easier for [Tech Data to keep track of that stuff than it is for us. If they're keeping track and telling us vendors are not going to accept it back, it's beneficial for us," Ambrosole said. "If we can go online and get right back to customers and say, 'For whatever reason, sorry, the vendor is not taking it back,' that will help."
E-returns will launch internally by the end of March and should be available on a broad basis by June, Tonnison said.
Tech Data broke down each of the vendor's return policies into components for programming into the system, which was a considerable undertaking, he said.
"There was some interesting disparity in [the vendors' policies. We still expect some returns to fall outside those rules," he said.