SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Manage the return of goods 
SAQA US ID UNIT STANDARD TITLE
123192  Manage the return of goods 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 6  Level TBA: Pre-2009 was L6  2 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
People credited with this unit standard will be able to manage the function of ensuring that the receipt and processing of returned goods complies with organisational policies and procedures.

This unit standard will be useful to people in the public or private sector organisations working in mid level management positions in the distribution function.

The qualifying learner is capable of:
  • Explaining the potential reasons for returning good.
  • Explaining the appropriate actions to take when dealing with the various types of returned goods.
  • Explaining the relevant impact of returned goods on the ordering process and what documentation is required.
  • Explaining the potential role of specialised organisations in the reverse logistics process.
  • Explaining the claims procedures with third party service providers. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners accessing this unit standard are competent in:
  • Communication at NQF level 4.
  • Basic business understanding at NQF level 3.
  • The fundamentals of supply chain management at NQF level 5.
  • The fundamental of management at NQF level 6. 
    		•

    UNIT STANDARD RANGE 
  • The reasons for the return of goods.
  • The processes and procedures relevant to the return of goods.
  • How to effectively manage the process so that cost is minimized and customer relations is enhanced.
  • The legal and environmental considerations associated with the return of goods. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the potential reasons for returning goods. 
    OUTCOME RANGE 
    Defects, incorrect quality, inappropriate delivery, remanufacturing and expiry. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Reasons are given why goods are returned and how this impacts on the effectiveness of the operation. 

    ASSESSMENT CRITERION 2 
    Reasons are given on how the return of goods could be prevented in the future. 

    ASSESSMENT CRITERION 3 
    The impact of the return of goods on costs and customer service perceptions is described according to organisational procedures. 

    SPECIFIC OUTCOME 2 
    Explain the appropriate actions to take when dealing with the various types of returned goods. 
    OUTCOME RANGE 
    Rework, repair, scrap and repack. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The processes to be followed when goods are returned are described according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    The correct administrative procedures and documentation to follow are described according to organisational requirements. 

    ASSESSMENT CRITERION 3 
    The legal and environmental implications regarding returned goods are explained according to legal and environmental requirements. 

    SPECIFIC OUTCOME 3 
    Explain the relevant impact of returned goods on the ordering process and what documentation is required (credit notes). 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The impact of returned goods on the ordering process is explained with examples. 

    ASSESSMENT CRITERION 2 
    Different documentation required for the return of goods are named and the purpose of each explained. 

    SPECIFIC OUTCOME 4 
    Explain the potential role of specialised organisations in the reverse logistics process. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The role of specialised organisations in the management of returned goods are explained with examples of each role. 

    ASSESSMENT CRITERION 2 
    Reverse logistics and how it impacts on the effectiveness of the supply chain is explained according to organisational requirements. 

    ASSESSMENT CRITERION 3 
    The legal and environmental considerations regarding reverse logistics are explained according to legal and environmental requirements. 

    SPECIFIC OUTCOME 5 
    Explain the claims procedures with third party service providers. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The method on how the normal claim procedures work are explained with examples. 

    ASSESSMENT CRITERION 2 
    Different forms to be completed for effective claiming are listed with examples of each. 

    ASSESSMENT CRITERION 3 
    The need for feedback to the organisation regarding returns to eliminate/reduce the causes of recurring problems. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • The reasons for goods being returned.
  • The implications of returned goods on cost and service delivery.
  • Ways of handling the return of goods.
  • The legal and environmental implications associated with the return of goods.
  • The basic processes and procedures to be followed for the return of goods.
  • Ways of preventing/reducing the return of goods.
  • The links with normal quality control. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify problems that can lead to the return of goods and making recommendations on how to prevent these problems from negatively impacting on cost and the delivery of high quality customer service. 

    UNIT STANDARD CCFO SCIENCE 
    Use the information regarding the returned goods and the causes of these returns to give feedback into the rest of the supply chain to correct/prevent future actions that could lead to an increase in the events causing the return of goods. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Notes to assessors

    Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the title to ensure assessment is integrated rather than fragmented.

    Remember we want to declare the person competent in terms of the title. Where assessment at title level is unmanageable and then focuses assessment around each Specific outcome, or groups of Specific outcomes.
  • Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the candidate is able to perform in the real situation.
  • Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the Assessment criteria.
  • The Assessment criteria provide the specifications against which assessment judgments should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be Assessment criteria to specify the standard required.
  • The task of the assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the candidate can achieve the outcomes again and again and again. This means assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  79406   National Certificate: Maintenance Coordination  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  MERSETA 
    Core  50245   National Certificate: Maintenance Coordination  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered"     		 2010-11-11  TETA 
    Elective  74149   National Certificate: Supply Chain Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  TETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Aldabri 106 Institute for Quality Pty Ltd 
    2. Alika Investment CC 
    3. BPL Academy 
    4. Brilliant Skills Development & Training Solutions 
    5. Centre for Logistics Excellence (Pty) Ltd 
    6. Circleway College 
    7. DB Schenker Logistics Campus MEA Pty Ltd 
    8. Dee-Bravo Training Centre 
    9. Diversity technology Training Institute 
    10. Edu Wize Group Pty Ltd 
    11. End 2 End Supply Chain Academy 
    12. Gauteng City College 
    13. Global Maritime Legal Solutions Pty Ltd 
    14. HarvestHouse Consulting and Training South Africa PTY LTD 
    15. HDPSA GROUP PTY LTD 
    16. Imperial Logistics & Transport A Div Of Imper 
    17. kholwa management and training consultancy (pty) Ltd 
    18. Khulani HR Consultancy (Pty) Ltd 
    19. KPI Consulting Pty LTD 
    20. Learning Exchange Pty (Ltd) 
    21. Madidi Supply Chain Institute & Business Institute 
    22. Masakhane Training and Consultant (Pty) Ltd 
    23. Metro Minds 
    24. Open Learning Group 
    25. Phephani Learnerships cc 
    26. PMA Holding (Pty) Ltd 
    27. Quantum Leap College Pty Ltd 
    28. Royal Impression Academy 
    29. SA Maritime School and Transport College 
    30. School of Shipping 
    31. TEST 3_18 March 2019 
    32. THE SKILLS COLLEGE FOR DEVELOPMENT AND TRAINING(PTY) LTD 
    33. Thobologo Training and Education Group 
    34. Training Consultant and SD College 
    35. Velile Supply Chain Consulting 
    36. VSL General Trading CC 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.