Automate end-to-end returns processing
Authors:
Michael Wholohan, Holger Lierse
Changed on:
14 Nov 2025
Problem
Manual returns processing requires staff to handle each return individually, from authorisation through receiving and refunding, creating significant operational burden. Without automated returns workflows, retailers face high processing costs, slow refund times, inconsistent policy application, and poor visibility into returns trends. This manual approach doesn't scale with business growth and creates friction that damages customer satisfaction and loyalty.
Example
A home goods retailer processed every return through a manual workflow requiring customer service to create return authorisations, email return labels, and manually update order records. Returns receiving staff processed each item individually, matching to order records and determining disposition. Refunds were manually triggered after inspection, taking 10-15 business days from customer initiation. This manual process couldn't scale during post-holiday return surges, creating backlogs that extended refund times to over a month and required temporary staff additions, while providing no visibility into return patterns or reasons.
Solution Overview
Fluent Order Management addresses the complexity and cost issues of returns through dedicated Returns Management Orchestration. A dedicated Returns workflow centralises the entire returns lifecycle and all the required processes, including automated Return Merchandise Authorisation (RMA), blind returns processing, restocking fees, returns policies etc. Retailers define and automate complex rules using the configurable Returns workflow, ensuring consistent policy application across all channels while validating and authorising returns automatically.
Fluent supports Omni-channel Returns Processing, typically returns are handled in three ways.
- Returns in Store
- Returns via a Customer Service Agent
- Self-service returns
Staff can use the Fluent Store application to quickly receive and process returns at any retail location, determining immediate item disposition (return to shelf, ship to DC, etc.). Customer service staff can use the Fluent OMS to provide assistance with processing returns over the phone. Additionally, Fluent Commerce provides a set of Return focused APIs to allow returns to be created, managed and tracked through external 3rd party platforms such as eCommerce, Chat, or any other application.
Once the returned item is received and inspected, the system can orchestrate Automated Refund Triggering, initiating the refund based on defined returns policies. This capability drastically reduces the refund time from weeks to days, which is a critical factor for customer loyalty.
By implementing Fluent OMS for automated returns processing, retailers can achieve significant improvements in cost, efficiency, and customer satisfaction:
- Significant Cost Reduction: Automation eliminates the reliance on manual workflows and the need for temporary staff during peak seasons, directly lowering processing and labor costs.
- Accelerated Refund Times: The Automated Refund Triggering capability reduces the time from customer initiation to refund from over a month to just days, which is critical for customer satisfaction and loyalty.
- Scalability and Consistency: The system scales effortlessly during peak seasons and ensures return policies are applied consistently across all channels, eliminating friction and disputes.
- Improved Visibility: Real-time logging of return status and disposition provides valuable data for inventory forecasting and proactive customer communication.
