Returns Management

25 to 40%
of items ordered
online are returned
Omnichannel doesn’t stop at order shipment, the returns process must also break down silos. OneStock enables the management of all returns scenarios, regardless of the sales channel, and always keeps track of declared and validated returns, with all associated information: date of return, location of return, returned items, reasons for return, status of returned items, etc.
Portrait Aurélie Launay Abert

Aurélie Launay Abert

Head of Customer Success

Returns Management overview

of shoppers check a brand’s returns policy before buying
of consumers abandon a purchase because of the retailer’s returns policy
of customers say a smooth returns process will build loyalty

Returns Management benefits

Returns are now possible anywhere
Increased returns options improves customer satisfaction
Returns processes can be simplified for your in-store and warehouse teams
Better relocation of returned items
More cross-sell or exchange opportunities with in-store returns
Fully optimised customer experience

Returns Management features


Offer a full range of return options

OneStock’s OMS manages, in one single app, all the return options available to your customer: Direct returns, Pre-printed returns, Call Centre returns, In-Store returns, Self-service returns etc.

In-Store returns

With this feature, online customers can return an item to any of the brand’s stores, and the refund is made via the original payment method. The OMS vendor interface guides the store associate through managing the returned item.

Self-Service returns

The web interface of our self-service site is ergonomic and also includes the mailbox returns option.

Ensure you’re offering the latest in Returns Management

FAQ – Returns Management

What is Returns Management?

Returns Management is an omnichannel tool that allows your customers to easily return their in-store and online orders through a number of different channels.

What are the returns options managed by OneStock?

OneStock’s powerful omnichannel solution manages all your returns options: in-store returns, warehouse returns, blind returns, customer service returns, mailbox returns etc.

Do I need a specific omnichannel tool to improve my Returns Management strategy?

Having an Order Management System is a great way to improve your Returns Management strategy. An Order Management System displays a view of all the sold and returned items in an order and allows you to speed up the relocation of items for re-sale. Returns can even be used to restock stores that are out of stock on specific items.

Can online customers return products in-store with this solution?

Yes! When a customer makes an in-store return, the Store Assistant App allows store staff to easily find the initial order and fill in all of the necessary information for the return i.e. type of order, order history, returns management. The store team can then see if the customer is returning the entire order or only a single item, the reason for the return etc. This information allows the store associate to print the proof of return that the customer must keep until the refund has been processed.

What are pre-printed returns and what are the benefits and drawbacks?

A pre-printed return is a returns label directly added into the package and provides the returns instructions. The main advantage is that the customer does not have to print anything themselves and can return the items directly in-store or by post.
The drawbacks are:
● The customer can’t always choose the return point
● The customer doesn’t have confirmation that the item is returnable (time limits exceeded etc.)
● The customer can’t choose all the return options, including letterbox return
● The retailer has no visibility on future returns

What are direct returns and what are the advantages and disadvantages?

A direct return is when a parcel is returned directly to the warehouse without any previous alert or information. This may be because:
● The carrier was unable to deliver the package to the customer and is therefore automatically returning the package
● The customer has sent the parcel to the Returns Centre themselves
The advantages are:
● A simple process for the carriers
● A very basic process for the retailer
The disadvantages are: 
● A poor customer experience
● The customer has to manage the return themselves
● The retailer receives very little information on the reason for return

What are Call Centre returns and what are the benefits and drawbacks ?

A Call Centre return occurs when a customer calls customer service to request a return. A customer service representative registers the return request and sends a return label to the customer by email.
An benefit of this solution is that the customer receives immediate confirmation that the return has been accepted.
The drawbacks are:
● The customer needs to call the customer service, which adds additional steps to the returns process
● The customer can’t easily choose the return point most convenient for them
● Human intervention is required for registering the return

What are In-Store returns and what are the benefits and drawbacks?

In-Store returns are made when the customer comes directly to the store to return an online order. This option has a lot of benefits:
● The customer has nothing to print or pack making it an easier returns process
● The customer has an immediate confirmation that their return has been accepted and is refunded
● No return fees for the customer
● There is the opportunity to upsell to the customer while they’re in-store, or to offer an exchange, rather than a refund
The only drawback is that the customer has to go to the store.

What are self-service returns and what are the benefits and drawbacks ?

Self-service returns allow the customer to see their online order via a link in the order confirmation email or a QR code on the delivery note. The customer can then find the content of their order, the status, the price of the items and see if they can be returned or not.
The customer simply ticks the items they want to return and the reason why. The system displays automatically all the return options available: in-store, in mailbox, drop-off location, home collection etc.
The benefits of self-service returns are:
● Prevents the return of non-returnable products
● Customers are offered a number of return options and retailers can encourage in-store returns for example
● Supports the customer in the returns process and confirms the amount that will be refunded
● Allows the retailer to choose the most suitable returns address – to a store or to the warehouse
Drawbacks to this type of return include:
● Requires the customer to go into the retailer’s returns portal to declare their return
● Depending on the carrier, a printer may be required

Why do so many brands still not allow online customers to return goods in-store? 

Many brands are still not bridging the gap between online and physical sales channels, and so the return of an online order to a physical store creates operational issues including returns management and refunds.

Can this returns management technology also be used to manage second-hand returns within the circular economy ? 

Yes, it can. OneStock’s order management system is increasingly used by brands to help manage their second-hand goods’ returns. Contact us for more information about this particular topic, or read our dedicated whitepaper.

I have a Returns Management project, why should I choose OneStock?

OneStock is the leading omnichannel solution that focuses not just on sales but also on reverse logistics. We know that returns are, most of the time, a pain point for retailers and brands, which is why we chose to develop a complete Returns Management solution.