Unwanted Goods Increased sales is always good news for mail order companies. But more sales also means more items are returned. Most companies have a full returns policy, but as Meg Powell, Managing Director of mail order company Go First, explains, this usually 1 ______a lot of extra work. 'If an item comes back, we have to 2 ______with refunds, apology mailings and stock control. This is a complex process and each returned item undergoes close 3 ______for defects. If goods are in a fit 4 ______ for stock, they need repacking and putting back in the warehouse. If not, we'll look at why. Anything 5 ______ to the quality of returned goods is 6 ______information. In some instances we can identify a fault in production and do something about it.' Estimates of the number of returns for the sector 7 ______ In the 8 ______of Go First, which delivers 100 million packages a year, 26 million come back. Reducing this number is an important 9 ______for the company. One way it aims to do this is by making the initial order-taking process as accurate as possible, and by closely 10 ______ the packing of goods. 11 ______ the reasons for returns also helps. Go First telephones a 12 ______of people returning goods to establish their reasons for doing so. Clearly, a customer-focused returns process is essential for fostering trust in the company. 'It is standard 13 ______in this business,' says Meg Powell. 'It attracts customers, gives them a greater 14 ______of security and encourages them to buy. We realise that making the return of goods a smooth, fast process can only 15 ______customer satisfaction.'