USE CASES

Type of Setup: Online retailer (B2C/B2B2C)

PROBLEM

Due to the legal right of withdrawal for online purchases, we process a continuous stream of returns—most of which are nearly new devices. However, GDPR regulations require secure data wiping from all storage media, and many returned products show minor usage marks or have damaged packaging. Historically, these products were sold in bulk to third-party buyers, but this created several challenges: we had no guarantee that customer data was properly erased, exposing us to compliance risks, and the resale value was low due to lack of quality control. The result was a significant cost burden and loss of potential margin, as well as a lack of transparency and traceability in the returns process.

SOLUTION

Service Planet, with its Melissan ERP system, has enabled us to completely transform our returns process. Returned devices are now individually assessed: undamaged products are fully refurbished to “like new” condition, while those with minor defects are restored to maximize residual value at a manageable cost. Using advanced tools, Service Planet efficiently tests and wipes devices with Cyric, and also handles repackaging, labeling, and the production of protective materials. Every step is traceable, ensuring strict GDPR compliance and allowing us to monitor if any devices are returned again in the future. This approach has dramatically reduced costs, improved sustainability, and enabled us to offer these products as new or nearly new—boosting both margin and customer confidence.