Returns are an integral part of running an e-commerce business. In industries like fashion, return rates can reach as high as 30–50% of parcels shipped, which means hundreds of products to receive, sort and deploy in warehouses. Managing this entire process becomes time-consuming and costly. In response to these challenges, the Returns Assistant was created—a tool that enables efficient management of packages returned by customers.
Why is the Returns Assistant necessary?
Handling returns is a process that, in large companies, requires dedicated positions and full-time staff. Performed without the support of the right tools, it not only takes too much time but is also prone to errors.
The Returns Assistant was designed with those in mind, whose job is to physically receive and verify returned products. Thanks to this new feature, it is possible to automate the process of receiving and handling returned orders, reduce the time needed for processing and relieve the workload of employees so they can focus on creative tasks. Regardless of whether 5, 50, or 500 packages return to your warehouse daily, the Returns Assistant enables their swift and precise processing.
Key Features of the Returns Assistant
The Returns Assistant includes a range of features that streamline the return process and adapting returned products for re-sale or removal from stock.
Target warehouse selection
Basesupports various physical and virtual warehouses, allowing you to assign returns to the appropriate warehouse based on their status. For example, products ready for sale can be sent to the main warehouse, damaged items to the waste warehouse, and those requiring repair to a designated repair warehouse. This optimizes space and processes in the warehouse, reducing chaos and errors.
Automatic matching of return to order
Using barcodes and tracking numbers, an employee can scan the return package, and the system automatically matches it to the correct order. As a result, as soon as the parcel is scanned, you can see the status and details of the return, such as products, return item statuses and assigned warehouses.
Want to learn more about handling returns, exchanges, and repairs in Base? Check out the article on our RMA system.
Managing Return Item Statuses
Each return item in Base has a defined status, allowing you to know if a product can be returned to sale or requires additional actions, like repair or disposal. These statuses can be freely customised to meet the specific needs of your business, allowing you to manage the status of products in detail according to their condition. By default, the system includes statuses like:
- Accepted – products in good condition, ready for resale.
- Damaged – products that do not return to the warehouse because they are damaged and need to be disposed of.
- Repair – items requiring repair before being reintroduced to the market.
Splitting Returns into Product Items
Imagine your customer ordered two pairs of gardening gloves. They returned both, but you see that one pair is damaged while the other is fit for resale. In our assistant, you can split order into two separate items — one accepted back into stock, and the other marked for repair.
This function makes inventory management easier and allows you to precisely identify which products can be put back into stock and which require additional attention.
Linking to automatic actions
Actions performed in the Returns Assistant can trigger appropriate automation, such as sending an email to the customer or creating an adjustment to an invoice. This way, you can automatically inform the buyer of the return status, building trust in the brand and enhancing customer satisfaction. Customers appreciate transparency and professionalism, especially in more difficult return situations.
Photographic Documentation of Returns
The Returns Assistant allows you to document each returned package with a photo, which you can automatically attached to specific email templates. The return photo provides proof to the customer of what was in the package and the condition of the returned product. It’s also helpful in case of disputes.
See how to activate the Returns Assistant in our Knowledge Base.
Benefits of Implementing the Returns Assistant
The new functionality brings numerous benefits that significantly impact the efficiency of your e-commerce operations. Here are the most important ones:
- Time Savings – a warehouse worker scans a package, and the system automatically displays what should be inside. This eliminates the need for manual data searching and speeds up the entire process.
- Error Reduction – the verification of package contents is based on data stored in the system, minimizing the risk of errors when processing returns.
- Improved Warehouse Organization – with this new feature, returned products can be assigned to appropriate warehouse locations, such as repair zones, organizing work and facilitating further handling of returned goods. Employees have clear guidelines and the management of returns is more structured.
- Increased Customer Satisfaction – a key aspect of return management is fast and effective communication with customers. Each return can trigger an automation that sends an appropriate notification to the buyer without your intervention.
- Reduced Operational Costs – the Returns Assistant automates processes that previously required the attention of multiple employees. As a result, the company can reduce the number of people handling returns or delegate them to other tasks.
- Maintaining High Seller Ratings – timely handling of returns has a direct impact on the seller’s score on marketplace platforms. By automating the process and handling returns faster, you will avoid a downgrade of your account rating, which could negatively impact the visibility and sales of your products.
A New Standard in Returns Management
The Returns Assistant in Base is a comprehensive tool that supports companies managing product returns, regardless of their scale. For smaller sellers who receive only a few returns daily, the system organizes the return process and eliminates the need for additional tools to document each package. In large companies with a high return rate, the tool enables efficient scaling of processes—large warehouses often employ many workers handling returns, and the Assistant can reduce their workload, allowing for the intake of more packages in a shorter time.
