Customer Returns Processing
Centralized Intake & Documentation
We aggregate returns from retail outlets, e-commerce platforms, and drop-ship channels into a single workflow. At receipt, each item is photographed, tagged with serial numbers and metadata, and routed instantly to its tailored queue—so nothing slips through the cracks and handling delays vanish.
Precision-Based Condition Assessment
Leveraging a 27-point inspection, we evaluate cosmetic, functional, and safety attributes against up-to-the-minute market data. High-value units undergo specialist certification, while exceptions trigger advanced testing or repair estimates—ensuring every product's true worth is realized.
Intelligent Channel Distribution
Our tiered-routing algorithms match each SKU to its highest-value outlet—whether wholesale, remarketing, liquidation, or donation. You control brand-protection rules, white-label packaging, and dedicated partnerships, so your reputation stays intact and every dollar of potential is captured.
Transparent Financial Reporting & Analytics
From intake to final sale, every return is tracked at the item level in a live dashboard. Monitor recovery rates, channel performance, and forecasted cash-flow in real time. Automated alerts and custom reports equip your finance and operations teams with the insights needed to unlock working capital.
The Returns Challenge
Every retailer and manufacturer faces the daunting reality of customer returns—an $816 billion annual drag on revenue. Online purchases can see return rates as high as 30%, creating operational bottlenecks, margin erosion, and mounting waste. All too often, legacy solutions rush items through liquidation or landfill, sacrificing value and sustainability for speed.
The Modern Returns Landscape
In today's competitive retail environment, returns management has evolved from a back-office function to a strategic imperative. With e-commerce growth accelerating and consumer expectations shifting toward frictionless returns, businesses face unprecedented challenges in managing the reverse supply chain. Traditional approaches that treat returns as exceptions rather than core operations are rapidly becoming obsolete, leaving significant value unrealized and resources wasted.
Our data shows that companies implementing structured returns programs capture 42% more value from returned inventory while reducing processing costs by nearly a quarter. These leading organizations have transformed returns from a cost center into a profitable revenue stream by applying the same rigor to reverse logistics that they bring to forward fulfillment.
Key Benefits
Higher Recovery Value
Lower Handling Costs
Enhanced Sustainability
Brand Safeguarding
Technology-Driven Returns Management
Our proprietary Rez platform sits at the core of our returns management solution, combining advanced machine learning with industry-specific expertise. The system continuously analyzes millions of transactions to optimize routing decisions and predict market values with remarkable accuracy. This technology enables:
- Real-time visibility across your entire returns ecosystem
- Dynamic pricing models that adjust to market conditions automatically
- Custom business rules that reflect your unique brand requirements
- Predictive analytics that forecast return volumes and associated costs
- Integration capabilities with all major ERP and inventory management systems
By implementing Rez, our clients have reduced returns processing time by an average of 43% while increasing recovery values across all product categories. This translates directly to improved cash flow and higher operational efficiency.
Scalability When You Need It Most
Seasonal spikes and promotional events often create overwhelming volumes that can cripple unprepared returns operations. Our elastic processing capacity expands on demand, ensuring your returns system performs consistently regardless of volume fluctuations.
Our network includes 17 strategically located processing centers across North America, with specialized facilities for high-value electronics, apparel, and oversized items. This distributed infrastructure provides:
- Geographic optimization to minimize transportation costs
- Category-specific expertise where it matters most
- Rapid scaling during peak seasons without quality compromise
- Redundancy to eliminate single points of failure
From small direct-to-consumer brands handling hundreds of returns monthly to enterprise retailers processing millions, our solution scales seamlessly to meet your specific requirements.
Items We Accept
| Category | Included Items (examples) |
|---|---|
| Consumer Electronics | TVs, headphones, cameras, game consoles, smart home devices |
| Home & Kitchen | Small appliances, cookware, dishware, décor, bedding, storage |
| Apparel & Footwear | Men's, women's, kids' clothing, shoes, accessories |
| Health & Beauty | Cosmetics, skincare, hair tools, vitamins, personal care |
| Toys & Games | Action figures, board games, puzzles, outdoor play, collectibles |
| Sports & Outdoor Gear | Fitness equipment, bicycles, camping gear, sporting goods |
| Tools & Hardware | Power tools, hand tools, fasteners, lawn & garden equipment |
| Automotive & Powersports | Car parts, detailing products, motorcycle/ATV accessories |
| Home Improvement & Décor | Lighting, faucets, flooring, wall art, seasonal décor |
| Office & School Supplies | Printers, stationery, backpacks, craft materials |
| Baby & Kids Products | Strollers, car seats, nursery gear, learning toys |
| Pet Supplies | Pet food, beds, grooming tools, toys, crates |
Compliance and Financial Impact
Our comprehensive returns solution delivers both regulatory compliance and measurable financial benefits. Our dedicated compliance team ensures your returns program meets all regulatory requirements across jurisdictions, maintaining complete chain of custody documentation and ISO 14001 certified environmental protocols. This risk mitigation strategy protects your brand while supporting regulatory filings and sustainability initiatives.
On the financial side, implementing our solution dramatically accelerates cash recovery by reducing the returns processing cycle from weeks to days, with clients experiencing a 64% reduction in cash-to-cash cycle time on average. Our precision-based approach to condition assessment and channel optimization improves gross recovery value by 37-42% compared to traditional liquidation methods, while simultaneously reducing total returns management costs by 18-22% through operational efficiencies and converting fixed costs into variable expenses that scale with your business.