Smart and sustainable: how returned items get a second chance at bol
Behind the Screens with Charlotte
Every day, thousands of returned items arrive at bol. It’s a complex operation full of challenges. What can we do with all the items that can’t be put back on the digital shelf? Can these items still create value? That’s where Business Analyst Charlotte comes in. Charlotte’s daily work concerns improving and safeguarding the returns processes within bol. Because, at bol, every returned item deserves a second chance, it’s either auctioned, donated, or sold as second hand.
Contributing to less waste
Charlotte has been working at bol for about 8 years now. About a year ago, she moved from Platform Technologies to Value Maximization Returns. She explains: “In recent years, sustainability has become increasingly important to me. So I want to make a positive contribution to a better world at work too. I could have looked for a job at a company that’s already or naturally sustainable, but I could see numerous opportunities at bol to make the difference. We’re actually taking huge strides towards sustainability at the moment, and our returns processes are critical to this.”
“At bol you get the freedom to take on projects and make improvements yourself. Everyone here understands the importance of a more sustainable world, and so they encourage you to contribute proactively.”
A suitable solution for every item returned
Several returns flows are now in place within the organisation. Charlotte explains: “Naturally, our first goal is to get as many returned items as possible back in stock. As soon as an item arrives, we inspect it thoroughly. If it’s in excellent condition, as good as new, then it goes back into stock immediately. In some cases, an item needs extra attention. For example, any holes in the packaging are carefully repaired with special stickers, or perhaps a new box is a better solution. If the item can’t be sold as new, we look at alternative ways of giving it a second chance.”
Together with various parties, Charlotte looks at the options to maximise the value of these returned items. There are several ways we do this: “I work closely with BuyBay. Under the name Breezy Returns, or Breezy Retourkansjes as it’s known in Dutch, BuyBay help us market minimal damaged items. We also sell items to dealers or offer them through auction channels. Any remaining items we try to donate. For this, we work together with food banks and we donate hundreds of children’s books each month to the Stichting VoorleesExpress, a foundation that helps children with a language deficit.”
Improvements in the workplace
Charlotte spends quite a lot of time at her computer collecting and analysing data, but you’ll also see her walking around the heart of bol ‘s returns handling in the returns warehouse. “All items returned to bol are processed in the returns warehouse. We also get thousands of returns from partners who have bol manage their stocks. It’s really spectacular walking around the returns warehouse, and it makes a fantastic combination for me with working from home as well as being in the office. I can see exactly what’s going on, what works well and what could be done better.”
Charlotte continues enthusiastically: “What’s also amazing about working at bol is that you get so much freedom to take on projects and make improvements yourself. Everyone here understands the importance of a more sustainable world, and so they encourage you to contribute proactively. I recently took the initiative for the improvements of our garbage and to improve our auction procedures. Rather than offering all the returns for auction together, we now group them per product category. This makes them more attractive to dealers so they generate more value for us.”
Positive outlook
Finally, we asked Charlotte what opportunities she sees for the future: “I really would like bol to set up a repair centre so we can repair items returned because they no longer work. I also think we could improve the website so we can better inform visitors about our second chance items, or offer them more sustainable solutions like refurbished products or a loanproposition.”
Charlotte is about to embark on a new challenge with bol’s sustainability team. “bol is now the proud owner of a B Corp certification. I’m really looking forward to working on the second phase of this. My enthusiasm to keep sustainability high on the agenda at bol is still very much alive!”