What Happens When Technology Goes Down?

What happens if your return technology stops working?

Technology can make processing returns faster and easier, but, like any system, problems can occasionally occur.

A return point may be affected by:

• Loss of internet connectivity
• Power interruptions
• Equipment faults
• Full storage capacity
• Software or payment issues

The important thing is having a clear plan for what happens next.

First: understand the problem

Not every issue requires the same response.

Staff should be able to identify basic problems such as:

• Is the equipment powered on?
• Is the storage capacity full?
• Is there a connectivity issue?
• Is a container causing a blockage?
• Is the system displaying an error message?

Simple checks may help resolve some issues quickly.

Keep customers informed

If the return point is temporarily unavailable, make this clear.

Customers should understand:

• That there is a temporary issue
• Whether returns can still be accepted another way
• What they should do next

Clear communication can help reduce frustration.

Is there a backup process?

Depending on the rules of the relevant Deposit Return Scheme and the return system being used, a retailer may have an approved alternative process available.

This could allow returns to continue during certain types of disruption.

Retailers should understand their approved contingency process before a problem occurs.

Know who to contact

Staff should have easy access to:

• Technical support details
• Equipment or service provider contacts
• Internal escalation procedures
• Any information needed when reporting an issue

The faster the right information reaches the right person, the faster the problem may be resolved.

Learn from recurring issues

If the same problem happens repeatedly, record it.

Understanding when and why problems occur can help identify whether changes are needed to:

• Equipment
• Connectivity
• Collection frequency
• Staff procedures
• Store operations