Returns management software, sometimes referred to as reverse logistics, is a solution that helps manage the return process for retailers, online sellers, manufacturers, and third-party logistics (3PL) companies. This includes communicating with customers through portals or self-service platforms to manage shipping options, tracking, inventory, refunds and credits, replacements, and print prepaid shipping labels. Some returns management solutions allow companies to personalize return portals with custom branding or integrate directly with a retailer's website.
Many return policies are forgiving, which leads to a significant amount of returns. With this comes increased costs and challenges for retailers, sellers, and manufacturers. Returns management software helps contain and organize these issues by reducing the turnaround time for returns, maximizing value recovery, minimizing returns processing costs, and simplifying the refund process. Companies use this software to maintain customer satisfaction by setting return rules and policies, providing return timeframes, and offering certain returns to be auto-approved.
Returns management software commonly integrates with warehouse management software, order management software, accounting software, inventory management software, or e-commerce software.
To qualify for inclusion in the Returns Management category, a product must:
Create and manage return policies for different product categories
Provide workflows to create, confirm, or cancel returns
Coordinate refunds, credits, or product replacements
Integrate with e-commerce or related platforms
Track returned items from pickup to delivery
Analyze the value of returns and their impact on revenue
