Unified Returns
Transform returns into customer loyalty
OneStock’s reverse logistics solution enables retailers to manage returns seamlessly across all channels, giving your customers the flexibility they expect, online, in-store, and through customer service.
Reduce return costs while improving customer satisfaction
Deliver Frictionless Customer Experience
Meet customers where they are with multiple return options: self-service portals, in-store BOPIS, customer service support, or API integrations. All methods are unified into one consistent, fast workflow regardless of channel.
Reduce Return Costs with in-store returns
Eliminate expensive return shipping by enabling customers to return online purchases in-store. OneStock’s BORIS capability cuts reverse logistics costs while giving you instant visibility to restock items locally or route them optimally.
Maintain Complete Operational Control
Configure return eligibility rules, time windows, refund workflows, and destination routing through flexible workflow engine. Set channel-specific policies, automate quality checks, prevent fraud, and synchronize inventory in real time.
Instant Refunds via Native Connectors
Process refunds directly through native payment connectors (Adyen, Stripe and others). Refunds trigger automatically from the return workflow—instant for in-store BORIS or automated on receipt for shipped returns—while payment status syncs in real time with the OMS.
Frictionless returns workflow
From self-service returns to buy online, return in store, efficient order management workflows that keep customers happy and your teams in control
Self-service returns portal
Enable customers to initiate returns independently through OneStock’s embeddable self-service widget. Customers select items, choose return methods, receive return labels or instructions, and track return status—all without contacting support, reducing customer service workload significantly.
Buy online, return in store
Transform physical stores into convenient return hubs with OneStock’s ‘BORIS’ capability. Store associates use the OneStock Store App to verify order details and match to the presented items so they can inspect product condition before processing a refund or exchange. Scan-based and integrated, inventory status is updated in real-time according to your return rules in real time.
Customer service returns management
Equip customer service teams with complete visibility into order history and return capabilities. Agents can initiate returns, generate labels, update statuses, issue refunds, process exchanges and resolve exceptions with full access to order orchestration data and inventory information.
Intelligent return workflow & routing
Leverage OneStock’s configurable workflow engine to define return eligibility, automate routing decisions, and manage refund processes. Set time windows, item conditions, channel restrictions, and carrier selection based on product attributes, geography, and business rules with store fulfillment platform capabilities automatically.
OneStock returns in action
Fashion retailer reduces returns shipping costs
A luxury fashion retailer with more than 200 stores implemented OneStock buy online, return in store to reduce expensive international return shipping. Customers now stores for 37% of online order returns, cutting reverse logistics costs by 45% while increasing in-store conversion by 30%.
Multi-brand retailer unifies return experience
An enterprise retailer operating multiple brands deployed OneStock to standardize returns across all channels and geographies. Self-service portals handle 60% of returns automatically, while store teams process in-store returns, reducing customer service inquiries by 40%.
Omnichannel retailer optimizes return routing
A national footwear retailer uses OneStock's intelligent routing to send returns to optimal locations based on demand. High-velocity items return to stores for immediate resale, while seasonal products route to distribution centers, increasing inventory turn by 25%.
D2C brand scales returns with API integration
A direct-to-consumer beauty brand integrated OneStock's return APIs with their customer portal and subscription platform. Automated return workflows handle exchanges, refunds and replacements, enabling seamless post-purchase experience supporting 40% annual growth without scaling support teams.
How it works
Customer initiates return
Customer selects return method through self-service portal, in-store visit, or customer service contact. OneStock validates eligibility and provides return instructions or authorization code.
Return processing
For items bought online but returned in store, associates scan items and verify condition, or for online returns the customer ships items with generated label. OneStock tracks return status and sends automated updates via email/SMS.
Quality check & routing
Upon receipt, items are inspected and OneStock’s workflow determines optimal destination: whether restock locally, route to distribution center, send to refurbishment or donate based on condition and demand.
Refund or exchange
OneStock triggers an automated refund to the original payment method or creates an exchange order. Inventory status is updated in real time across all channels for immediate resale visibility, always driving the next promise.
Analytics & optimization
Returns data is integrated with the business intelligence dashboards, revealing return reasons, product performance, and optimization opportunities to reduce future return rates.
How does OneStock handle returns for items purchased online but returned in a store that doesn’t carry that product?
OneStock’s buy online, return in store capability allows any store to process returns regardless of whether they stock that item. The Store App verifies the online order, processes the refund and then intelligently instructs routing of the returned item to the optimal location—whether that’s keeping it in-store for local resale, sending it to a distribution center, or routing it to a store where it’s in high demand. Inventory visibility updates in real time across all channels.
Can we set different return policies for different channels, regions, or product categories?
Yes, OneStock provides highly configurable return eligibility rules. You can define channel-specific policies (e.g., extended return windows for in-store purchases), regional variations (to comply with local regulations), product category restrictions (e.g., final sale items, hygiene products), and time-based rules. All policies are managed through the OneStock user interface without custom development.
How does OneStock prevent return fraud while maintaining a frictionless customer experience?
OneStock combines multiple fraud prevention mechanisms: in-store barcode scanning verifies that returned items match the original order, return authorization requirements prevent unauthorized returns, quality inspection workflows catch damaged or used items, and real-time order verification ensures customers can’t return items they didn’t purchase. These controls work invisibly for legitimate returns while blocking fraudulent activity.
How quickly are refunds processed for in-store returns versus shipped returns?
In-store BORIS returns processed through OneStock trigger instant refunds to the customer’s original payment method via integration with payment providers like Adyen. Shipped returns are processed once received and inspected, with refund timing based on your configured workflow—typically within 24-48 hours of receipt. Customers receive automated notifications at each stage via email and SMS.
Can OneStock integrate with our existing customer service platform and payment provider?
Yes, OneStock provides enterprise-grade APIs and webhooks to integrate with leading customer service platforms (Salesforce Service Cloud, Zendesk, Gorgias) and payment providers (Adyen, Stripe, and others). Return data, order status, and refund actions synchronize in real time, allowing your teams to operate from their preferred interfaces while maintaining full OMS capabilities.
