Returns / Reverse logistics
Quick answer
Managing the reverse goods flow - from customer back to warehouse - including inspection, restocking and refund.
Key takeaways
- Return initiation (customer portal / RMA)
- Receipt and inspection of returned goods
- Decision: restock, repair, liquidate, write off
- Refund / reversal / replacement
What reverse logistics is
Reverse logistics covers the whole flow of goods returning from customer to seller: returns, defective products, RMA, repackaging, restocking or write-off. In e-commerce, return rates can exceed 20-30%.
Return stages
- Return initiation (customer portal / RMA)
- Receipt and inspection of returned goods
- Decision: restock, repair, liquidate, write off
- Refund / reversal / replacement
Why it is strategic
Poorly managed returns lock capital, delay refunds (unhappy customers) and lose the value of recoverable products. Good reverse logistics quickly recovers sellable stock and speeds refunds.
How CRMconnect helps
CRMconnect manages returns end-to-end: portal initiation, WMS receipt and inspection, restock decision and automatic reversal/refund - stock recovered fast and customers refunded on time.
Real-world example
An online retailer with a 22% return rate had refunds delayed by 2 weeks. With the returns flow in CRMconnect (fast inspection + restock + auto reversal), refund time dropped to 3 days, and 78% of returns re-entered sellable stock the same day.
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Frequently asked
What is RMA?+
Return Merchandise Authorization - authorising a return, with a code linking returned goods to the order and return reason. It enables correct receipt and processing of the return.
How do returns link to accounting?+
An accepted return generates a reversal invoice (negative values) adjusting revenue and VAT, plus restocking the product if sellable. CRMconnect automates both.
Why is speed important for returns?+
Every day returned goods sit unprocessed = locked capital and a customer awaiting a refund. Fast processing recovers sellable stock and raises satisfaction.
Where CRMconnect fits
Related terms
OMS (Order Management System)
The system centralizing orders from every channel (EDI, online, phone, field agent) and orchestrating execution.
LogisticsWMS (Warehouse Management System)
The system orchestrating physical warehouse operations: receiving, putaway, picking, packing, shipping.
LogisticsFulfillment
The complete order fulfilment process: pick → pack → ship → tracking → delivery → returns support.