Returns management
Returns management covers every step after a consumer sends an item back, from registering the return to inspection, refund and restocking.
Definition
Returns management covers every step after a consumer sends an item back: registering the return, inspecting the item, issuing a refund or exchange and restocking it. In omnichannel retail, returns arrive by parcel, in store or at drop-off points, and all of them need to end up in the same inventory and order data.
Announced vs. unannounced returns
- Announced returns are registered in advance, for example via a returns portal, so the retailer knows what’s coming back and where.
- Unannounced returns arrive without notice, usually when a consumer brings an online purchase to a store.
The returns process
- Registration: the consumer starts the return online or in store.
- Receipt: the item arrives at a warehouse or store.
- Inspection: staff check whether it can be resold.
- Refund or exchange: the consumer gets their money back or a replacement.
- Restocking: the item becomes available again.
Why returns management matters
Returns are a major cost driver in eCommerce, especially in fashion. Every day an item spends in transit is a day it can’t be sold. Accepting returns in stores and restocking them on the spot shortens that cycle, saves shipping costs and often keeps the sale.
Returns in stores
In-store returns and click-and-return connect online purchases with the store network. Staff need to see the original order, process the return and update inventory in real time. In fulfillmenttools, the Store Operations app supports this from receipt to restocking, helping retailers unify the omnichannel experience.