Customer Returns Procedure - Seeking Example

  • Thread starter ttwerp65 - 2009
  • Start date
T

ttwerp65 - 2009

#1
I am looking for a example of a customer returns procedure. Does anybody know what that would look like in relation to this standard or am I making this to difficult?!? :bonk:
 
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Randy

Super Moderator
#2
Re: Iso9001:2000

Too difficult.

Just buy something yourself at Best Buy or Wal Mart and look at what their procedures are.
 

Randy

Super Moderator
#4
Re: Iso9001:2000

Pretty much. What is needed pretty much is what is relevant. Those things of greater cost, risk, complexity or whatever may need to have something more detailed than the opposite.
 

Marc

Hunkered Down for the Duration
Staff member
Admin
#5
A Customer Return Procedure is typically specific to a company, but there are also typically geeral similarities, such as Giving the customer an RMA (Return Material Authorization) and address, then whatever you do in-house.

For example, see: Procedure on RMA (Return Material Authorisation)

I haven't had time to look, but I'm betting there is an example of a Customr Return Procedure here in the forums somewhere.
 
T

ttwerp65 - 2009

#6
Thanks guys, I cannot begin to tell you how much elsmar cove has helped me.
I am looking forward to proclaiming, "we did it"! Until then, keep me in your prayers.:rolleyes:
 
A

Aaron Lupo

#7
Not sure if you are talking about 9001:2000 or 13485:2003 (Medical Devices)

If you are a medical device company then:

7.5.3.1 Applies here which states:

"The organization shall identify the product by suitable means throughout product realization, and shall establish documented procedures for such product identification."

"The organization shall establish documented procedures to ensure medical devices returned to the organization are identified and distinguished from conforming product [see 6.4.d]
 
T

ttwerp65 - 2009

#8
Iso9001:2000 is what I am working on putting together. We are currently at a mil-I. I have learned alot from this cove. I pretty much have it open at all times.
 
S

Scoobz

#9
Our business operates to GMPs for Medicinal and Food Supplement Products. We have within our Quality System, procedures for the return of products from customers.
These procedures document the processes undertaken within the Distribution Centre where the return is physical received and logged back onto our ERP system. Additionally we have procedures for the Quality Assurance processes, which conduct inspection and assessment of the products to determine their fate.
These procedures are predominantly used for returns from retail customers (e.g. supermarkets or pharmacy chains).

We have separate procedures for Customer Complaints (including return of product) and Pharmacovigilance (Adverse Drug Reaction Reporting).

All of the above systems are requirements of Medicinal and Food Laws (not driven by ISO).
The procedures are very beneficial to business processes and tie into the function of our ERP, Product Life-Cycle Management & Issues (Non-Conformance) Management systems.
 
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