Frequently Asked Questions

Retailers

Q: Who pays for the freight?

MTI abides by the manufacturer's returns policy, which can be found either in the PPS Manual or within the manufacturer's published trade policy. Certain manufacturers will pay for the freight others will not. It is always recommended that a return be shipped to MTI prepaid, however should you decided to send a return to us collect, then a pro-rated shipping charge may be deducted from your credit, depending on the return policy of the manufacturer. Should you be unable to obtain the information you require we suggest that you contact the manufacturer directly

Q: How should I send my return to MTI?

You may send your return in by any carrier of your choice. However we do suggest that if you would like to send a return to us freight collect that you use Loomis. Loomis can be reached at 1-800-225-5345. Narcotic, Controlled drugs and Targeted Substances must be sent to MTI only via Chain of Signature service, which is offered by all of the large courier companies.

Q: Do I require Authorization to return a product?

You only require authorization when returning Narcotics, Controlled Drugs and Targeted Substances, for all other eligible returns you do not require authorization. However we do ask that you complete an MTI return form before shipping product to us. Return forms can be completed online, faxed or mailed to you.

Q: What is the Manufacturer's Return Policy?

MTI abides by the manufacturer's returns policy, unfortunately every manufacturer has a different policy, thus we suggest that you consult either the PPS Manual, our website or contact the manufacturer directly.

Q: Does MTI have a toll-free number?

Yes, our toll-free number is 1-888-784-2323. However this number will not work for local calls or in the USA. For local calls please call 416-298-1234.

Q: How do I return Narcotics, Controlled Drugs and Targeted Substances (NCD's)?

Federal regulations require that you obtain authorization to return NCD's to MTI. Authorization is obtained by faxing MTI the following information: Your store name & address, a list of the items you would like to return (including the lot number, expiration date and quantity) and your signature. You can fax this information to MTI at 416-291-7519, attention QPIC. Once this information is received MTI will mail you an authorization number.

Manuafacturers

Q: Why should I use MTI?

You can be assured of full accountability and peace of mind while you can concentrate on your core business.

Q: How will our sales force react?

Statistics show that each year the total number of visits to the retail store is falling. Here is an opportunity to maximize your selling efforts and focus on key areas.

Q: Returns are a low priority for us. What can MTI do for us that we do not already do ourselves?

MTI can customize your returns program to meet your needs exactly and to fit your industry, by providing the detail you do not currently receive. The program can be tailored to tie-in with all your processes so that you can focus on your core competencies.

Q: How long will it take to implement the program?

It is a virtually stress-free implementation process, where MTI can implement a complete Reverse Distribution program within six weeks.

Q: How will we introduce a "vanilla" program when we have so many internal processes which returns touch?

MTI works with you to implement the best practices of Reverse Distribution through a customized solution that meets your needs.

Q: What happens when new technologies reach the market? We are then stuck with a process, which we cannot change.

MTI is dedicated to continually applying new technologies in an effort to improve its return process.

Q: Will we have to adopt new standards in establishing the electronic link with MTI?

MTI uses all the established industry standards.

Q: How much support will I get?

MTI provides all the support it can, whether it is in the area of systems development or customer service.

Q: Shouldn't we seek out industry leaders for our Reverse Distribution needs?

MTI continues to be the leader of the Reverse Distribution Industry, and intend to remain so by adopting new and innovative ideas to streamline the process.

Q: What is MTI's track record?

MTI has a solid track record since it was established in 1993.

Q: What up-front investment do I need?

Past experience has shown that MTI need not anticipate any up-front investment from prospective clients.

Q: How many resources do I have to dedicate to initiate this program?

MTI's consultation team will work with you right through the implementation phase to ensure you of a successful Reverse Logistics program.

Q: After implementation how can we ensure the process is followed as designed?

MTI's program is clearly spelled out in its Specifications Manual, where you set out how MTI is expected to handle products.

Q: Do I have to use all the services you provide?

No. However, MTI is the only provider of a complete and comprehensive "one-stop-shop" Reverse Distribution package.

Q: How do I know that MTI will interpret our returns policy correctly?

As an unbiased third party, MTI implements your returns policy on your behalf.

Q: Will my customer service calls increase?

Our experience has shown that by using MTI you will dramatically decrease your customer service calls relating to returns, which to a large extent will be taken by MTI's customer service department.