Returns and reverse logistics involves capturing customer return requests, verifying eligibility, generating shipping labels, tracking items back to the warehouse, and processing refunds.
Automation captures returns from all channels, verifies eligibility instantly, generates labels automatically, tracks shipments in real time, and processes refunds upon receipt. The result is faster refunds, fewer errors, and complete visibility from request to refund completion.
The full workflow, from trigger to completion.
Customer submits a return request via email, phone, or the e-commerce portal. The system captures the request and extracts key details.
The automation looks up the original order, checks the return window, and confirms the item is eligible. If not eligible, the customer is notified and the process stops.
A return record is automatically created in the return management system with order number, customer details, item information, and return reason.
A prepaid return label is generated and sent to the customer automatically with return instructions and tracking information.
The system continuously polls the carrier for tracking updates and automatically updates the return status when the package is in transit or delivered to the warehouse.
When the return is marked as received in the warehouse system, the automation automatically initiates the refund and updates inventory counts.
A confirmation email is automatically sent to the customer with the refund amount, expected arrival date, and a link to track the refund status.
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