How Seta Corp. reduced its labor fulfillment costs by 45 percent.

By Reported Donna Loyle

* Create a quick and easy returns process. All customer service paperwork is handled in the DC’s returns area, rather than being routed to other departments. “The returns department is equipped with a system that lets the operator scan the barcode of the returned item and designate a reason code for the return. The customer’s complete transaction, including refund, credit or exchange, also is completed. The operator then decides to refurbish or restock the item, and then hits ‘enter.’ It’s a very simply process,” says Holody, who notes that Seta’s returns rate is about 10 percent.