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Product Returns Tracking System

The database DMW created for its client records damaged, faulty and incorrectly ordered or dispatched goods returned by customers.

Tracking applies to write-offs, returns to stock and replacement goods.

Returns database navigation screen

The system maintains a complete history of communications with customers and with the shipping agents and produces returns notes and other standard documents that form part of the returns process.

Analysis of patterns of returns highlights possible manufacturing problems and impact on stock levels, and analysis of shipping agents' and carriers' performance extends the monitoring process. Periodic reports provide operational and financial information.

Value to Client

A systematic approach to product returns:


An international manufacturer and supplier of fabrics, paints and wallpapers.

Development Platform

Microsoft Access and VBA, on a local area network providing availability of the datbase to multiple concurrent users.

“Effective product returns strategies and programs can result in increased revenues, lower costs, improved profitability and enhanced levels of customer service.”

James Stock, Thomas Speh and Herbert Shear (2006)