How to Train Staff on Returns and Reverse Logistics

Turning a Cost Center into a Competitive Advantage with ERP + Process Training

📦 WHY RETURNS AND REVERSE LOGISTICS DESERVE SERIOUS TRAINING

Returns in the building materials business are inevitable — but errors in handling them are optional.

From full pallets of unused brick to damaged doors or incorrect insulation, your warehouse, drivers, and sales teams must all work together to handle reverse logistics. But most companies never train their staff on how to do it right.

The result? Lost materials, delayed credits, contractor frustration, and wasted labor.

This blog outlines a training framework your team can follow to master returns and reverse logistics — and how your ERP system can support every step of the way.

🧱 WHY RETURN MISTAKES COST YOU

Let’s break it down.

When staff handle returns incorrectly, you may face:

📉 Shrinking margins (from lost credit, write-offs, or damaged resale)

⏱️ Time-consuming manual resolution

❌ Contractor trust issues

🧾 Unrecoverable supplier credits

📦 Inventory inaccuracies and double-handling

And here’s the kicker — most of it is preventable with consistent training and the right ERP workflows.

🧰 WHAT YOUR RETURN/LOGISTICS TRAINING SHOULD COVER

✅ 1. Understanding Return Authorization (RA) Protocols

Staff must know:

How to generate RA numbers in the ERP

Who can approve different types of returns

Where RA notes, images, and forms are stored

How to validate that an item is eligible for return

🎯 Bonus: Train warehouse and sales teams to flag restocking fees or warranty-linked returns upfront.

✅ 2. Product Condition Checks and Segregation

Receiving teams should learn:

How to inspect returned items (full, partial, damaged, expired)

What to do with non-sellable returns (tag, quarantine, dispose)

How to scan and move returned materials into ERP using proper bin codes

🎯 Your ERP should separate “Return – Needs Inspection” from regular stock — and require sign-off before restock.

✅ 3. Managing Return-Linked Credits and Refunds

Train your finance/accounting team to:

Match returns with original invoice or sales order

Confirm whether supplier credit is due or the item is a write-off

Use ERP to track open supplier returns, pending credits, and expected GL impact

🧠 Tip: Set ERP reminders or review dashboards for open credit memos that haven’t been reconciled.

✅ 4. Return Logistics and Field Pickup Process

Dispatch and driver teams must know:

How to verify return requests on-site

When and how to reject unapproved materials

Where to tag and scan field returns on arrival

How to document damage or incomplete loads with photos

📸 ERP tools should allow mobile POD and ROD (Return on Delivery) workflows with contractor signatures.

✅ 5. Communication Between Sales, Warehouse, and Accounting

No return workflow works without cross-department coordination.

Your staff should:

Use ERP notes to update RA status in real time

Tag high-priority returns that affect contractor billing or job delays

Escalate any unlinked returns (items with no matching PO or SO)

🎯 Create a shared Slack/Teams channel or ERP alert system for “returns over $X” or “delayed contractor credits.”

🧠 PRO TIP: CREATE A “REVERSE LOGISTICS PLAYBOOK”

Use a simple internal guide that includes:

RA step-by-step instructions

Common return mistakes

Sample ERP screenshots

Role-based workflows (sales, driver, receiving, finance)

Escalation rules for non-returnable or disputed items

🎯 Bonus: Include a 5-question quiz or checklist to reinforce training.

📊 ERP METRICS TO TRACK REVERSE LOGISTICS SUCCESS

MetricUse

Return processing timeSee how long it takes from RA to resolution

Top returned SKUsIdentify recurring product or process issues

Credit recovery rateEnsure supplier credits are captured

Return write-offsTrack financial loss from returnable materials

Customer return satisfaction (NPS)Improve trust in your return process

🎯 FINAL THOUGHT

Returns may be a backend process — but they have a frontline impact. When your team is well-trained and your ERP is dialed in, reverse logistics becomes a competitive differentiator, not a drag on profits.

📞 Want to build a training plan and ERP flow that makes returns easy and efficient? Let’s design your reverse logistics SOP together.