Postfulfillment

Postfulfillment is the phase in the order lifecycle that encompasses all activities that occur after an order has been fulfilled and delivered. It includes post-delivery customer service, returns processing, refunds, exchanges, warranty handling, and reverse logistics, as well as data analysis to improve future operations. It is distinct from fulfillment, which covers picking, packing, and shipping.

Scope and processes: After delivery, postfulfillment handles customer inquiries, damage claims, returns eligibility, processing of returned items, restocking, disposition (resellable, refurbish, recycle), refunds, and exchanges. It also includes warranty claims, repair, and service, as well as post-purchase communications and feedback collection. Reverse logistics is a key component.

Systems and roles: Postfulfillment relies on returns management systems, CRM, ERP, WMS, and OMS integrations to track orders, generate RMAs, issue refunds, and update inventory. Responsibilities span retailers, marketplaces, logistics providers, and customer service teams.

Metrics and outcomes: Common metrics include return rate, cycle time for returns and refunds, cost to serve, net cost per return, inventory accuracy after receipt, and customer satisfaction measures such as net promoter score. Effective postfulfillment aims to minimize costs while maximizing customer retention.

Challenges and best practices: Key challenges include fraud, inequities in return windows, delays in refunds, and inventory disruption. Best practices include clear return policies, automated RMA workflows, timely refunds, transparent communication, and integration across channels to ensure a smooth post-purchase experience. See also returns management, reverse logistics, order fulfillment, and post-purchase experience.