There is no ecommerce company in the world that has yet to face a return. Product returns happen for various reasons and are extremely common in online shopping.

Even more than they are for brick-and-mortar store owners. While there are many ways to manage returns, there is no sure-shot way to eliminate them.

Nor should retailers want to. Returns are an avenue to restructure customer journeys and keep them interested in engaging with the brands.

A good return policy like 30-days return windows and flexible return options works wonders to transform a frustrating return experience into an easily acceptable one. 

There are a lot of other tricks and tricks that help retailers maintain customer loyalty, one of which is an eCommerce product returns management software.

We’ll discuss in the following sections why returns can be advantageous, even lucrative, for businesses. Below, we’ll talk about the best product returns management software that will help to bring down your return rates and boost ROI.

What is a Returns Management Software?

A returns management software aids in the automatic processing of returns and exchanges along with providing other benefits like return and refund tracking, real-time shipment tracking updates, and added sales.

They are a must-have addition to your existing tech stack for ensuring smoother returns and an amazing post-purchase customer experience.

These software for product returns management oversee and mostly automate the processes associated with returns, exchanges, and refunds.

Top 10 Best Returns Management Software – Reviewed for eCommerce Businesses in 2024

Return management software is equipped with various services. You may find some more useful than others depending on the particular problem you are trying to solve. We’ve listed the best returns management software below with a brief breakdown of their services.

1. ClickPost

ClickPost is a SaaS shipping software catering to over 450 global brands across 4 continents with the help of 500+ shipping carriers.

Its list of products enables end-to-end supply chain management and logistics automation. One of its services, ClickPost ReturnsPro, is dedicated to improving returns management and converting returns into exchanges.

ClickPost deploys automation in two critical areas of returns management. The first is carrier recommendation for return pickups.

ClickPost users can allocate weightage to important shipping parameters according to their business needs. This way its intelligent data-driven engine selects the right carrier for every return or exchange shipment.

ClickPost elevates customer convenience with its self-serve branded returns portal configured with return policies and preset SKU rules. It facilitates live tracking of returns, exchanges, and refund statutes on a branded tracking portal. It also helps reduce WISMO calls and enhance post-purchase customer experience.

Features:

• Automates return shipping label generation.
• Reason-based quality checks to reduce return fraud.
• Streamline pickup reattempts using NPR automation. 
• Automatic refund processing.
• Special return apps for Shopify merchants. 

2. Revers.io

Revers.io is a returns management platform that aims to give your returned products a second life through repairs, resales, and donations. It is integrated with 6 shipping carriers, 24 repairers, and over 100 manufacturers.

It offers an easy-to-use return portal where customers can state the reason for returning and the product’s condition.

Depending on customer inputs businesses can decide how to process the return, that is, to send it to a repairer, add it to their inventory, or list it for sale on the secondary marketplace.

They can also issue immediate refunds for loyal customers.

Features:

• A returns portal with a comfortable user interface.
• Automated request validation and refund generation.
• Request product images from customers for quality evaluation.
• Manage internal and subcontracted repair and maintenance activities. 
• Fulfill customer requests for product repair assistance at their homes.

3. Saara

Saara assists eCommerce companies in a few key business functions like sales and marketing, returns management, and automation. All of its features are powered by AI insights. Its return tool, EcoReturns, helps lower returns. It uses ChatGPT to personalize customer communication and understand their pain points.

Its AI engine also protects businesses against return fraud by detecting fraudulent requests and suggesting ways to combat them.

It also offers return automation with configurable rules for pickups, refunds, and label generation, which help reduce the turnaround time (TAT) and improve customer satisfaction. 

Features:

• Rewards loyalty points to VIP customers from branded loyalty pages.
• Flags suspicious return and exchange requests for immediate validation. 
• Presents site-wide access for product exchanges and opens up all product catalogs. 
• Real-time customer notifications through emails and WhatsApp.
• Gives discounted return labels and flexible refund options.  

4. Continuum

We’re excited to talk about Continuum because it’s the only returns management software on this list that works exclusively for B2B returns.

It’s integrated with several ERPs and 4 shipping carriers, FedEx, USPS, DHL, and EasyPost. It offers a unified dashboard where businesses can track their returns and also allocate warehouses for different types of returns.

As soon as a return is booked, senders and receivers can view their purchase orders (PO) and calculate restocking fees, shipping charges, and taxes.

Return information is automatically updated into the existing ERPs of both parties. Continuum also collects data and creates detailed reports to help businesses understand return patterns and shopper behavior.

Features:

• Implements custom logic for warehouse routing.
• Automatically retrieves taxes and shipping cost information.
• A unified dashboard to manage returns and get analytics. 
• Sends updates and notifications to sellers and customers. 
• Access to historical Purchase Orders and line level details.

5. Returnista

Returnista is a returns & exchanges management tool that helps retailers bring down return costs through automation and by turning returns into exchanges. Its return portal allows customers to swap the products they don’t want with something they like via an exchange widget.

It also allows them to exchange their items for the same product in a different size or color. The platform notifies customers about the status of their returns/exchanges or refunds in real time.

Customers can also choose to get their refund in the form of store credit. Its analytics reports also help businesses understand the reason for returns and take necessary actions to remedy the problem.

Features:

• Complete visibility of refund status and arrangement for timely reimbursements.
• Integrations with multiple WMS for easy pre-notifications of upcoming returns. 
• Enables easy product exchange for size and color mismatch. 
• Convenient return shipping with carriers and a network of 120k+ drop-off locations in Europe. 
• Auto-fills commercial invoices and shipping documentation for international returns. 

6. ReturnGo

ReturnGo is a reverse logistics automation platform with impressive returns and exchange management tools. It has robust API and webhook integrations that enable carrier integrations, tracking, and return processing.

Its library contains 26 carriers, 6 3PLs, 6 WMS and 3 refund payment solutions amongst many other technology partners.

ReturnGo’s easy self-service branded returns portal removes manual intervention in return request processing. It seamlessly plugs into the eCommerce website and facilitates personalized return options.

With ReturnGo store owners can offer customers different alternatives like store credit and gift cards, helping them engage customers for future sales.

Features:

• Its branded returns portal calibrates with return policies automatically. 
• It offers brands the flexibility to give customers bonus credits for exchanges.
• It enables complex exchange conditions like single order exchange, exchange of differently priced items, etc. 
• Its customizable return order tracking page comes with upselling facilities. 
• It seamlessly integrates with any eCommerce tech stack. 

7. Bringg

The main task of Bringg is optimizing logistics from first-mile to last-mile. Bringg empowers sellers to integrate with 200+ carriers and acquire current carrier rates for a cost-effective reverse logistics pickup service.

Moreover, this SaaS-based shipping platform has a dedicated service for returns optimization, simplifying returns operations and tracking.

Bringg provides multiple reverse shipping solutions like home pickup, curbside pickup, parcel locker, and store drop-off.

It helps brands boost customer convenience with automated emails containing shipping labels and tracking notifications. Lastly, it systematizes refunds with preset triggers for automatic refunds. 

Features:

• Ensures return transparency with real-time order tracking from the admin dashboard. 
• Optimizes routes with auto-scheduling of delivery and pickup slots. 
• Return order tracking from a digital portal.
• Automates return documentation like pro-forma invoices.
• Offers expected return pickup dates. 

8. ReverseLogix

ReveseLogix is a multi-purpose returns management solution that helps eCommerce businesses recapture customer attention.

Its self-serve returns portal acts as the customer-facing agent on the one hand and communicates with WMS on the other. It ensures warehouse staff are ready to handle product returns or fulfill product exchanges for customers.  

With ReverseLogix, you can implement a standard workflow or SKU-specific plan for verifying orders, and inspecting and grading products. It offers repair management to recoup costs.

It connects damaged or unsellable products to the right channels for parts replacement, testing, and re-selling in appropriate marketplaces. 

Features:

• Alert sellers about product and purchase consistencies to reduce return fraud. 
• End-to-end supply chain visibility for return from 3PLs to carriers. 
• Branded portal to track returns and exchange statuses in real time.
• Flexible exchange options and instant credit reimbursement.
• Convenient return options including home pickup or drop-off in stores. 

9. Retino

Retino promises to deliver a remarkable returns experience to both customers and online brands. It strikes a fine balance between innovation and automation.

For instance, its returns portal can be easily integrated into the eCommerce website so customers don’t have to leave their store for a third-party website.  

It enables them to register their return case or place warranty replacement with a step-by-step guide.

Retino presents versatile reverse shipping options including parcel shops and pickups from carriers like GLS and DPD. At the same time, it keeps customers informed about their return orders with emails and a dedicated tracking page.

Features: 

• Complete visibility of return orders and customer actions to sellers. 
• Easily navigable, plug-and-play returns portal that integrates with all eCommerce storefronts. 
• Strict monitoring of pickup or drop-off deadlines so orders aren’t lost or misplaced.
• Initiate quick refund payments directly from Retino’s portal.
• Collect customer feedback and generate clear reports on return reasons and customer satisfaction. 

10. Claimlane

Claimlane offers end-to-end returns and warranty management for B2B and B2C eCommerce merchants.

It captures product descriptions and images from customers to gauge the accuracy of returns and warranty claims. Claimlane can easily be incorporated into the eCommerce website by just pasting its URL in it. 

It has a plug-and-play portal for Shopify and Webshipper businesses. It creates similar quality check flows for B2B returns and helps brands create a step-by-step guide for the claims process.

It provides a complete overview of product data submitted by warehouses to facilitate faster SKU returns. It’s an effective communication medium between businesses and buyers. 

Features:

• Gets easily linked to websites.
• Gives an instant overview of all return tickets.
• Automates shipping label generation and credit repayment.
• Offers advanced tagging and product segmentation.
• Presents in-depth information on return reasons.

Key Features of Returns Management Software Used in the eCommerce Industry

Below we list some of the key features of an outstanding SaaS-based returns management solution includes:

1. Returns Management Authorization: 

This involves a streamlined process for customers to place return requests and for sellers to validate and authorize them.

The best eCommerce returns management software provides self-serve branded returns portal that operates according to the return policies uploaded by businesses. It also automates the process of reviewing, approving, or rejecting them.

They can also offer innovative solutions like quality control or quality validation from the returns portal, specifying customers to upload product images and descriptions.

Some of these returns management tools specialize in warranty management, helping brands keep vigilant against frauds.

2.Integrated Tracking and Customer Notifications:

Returns can strain customer perception of brands. To help businesses ease customer anxiety about their return, exchange and refund status, a returns management app offers live tracking and on time notifications.

Sellers get the much-needed visibility of returning shipments making certain that they’re not lost or misplaced. 

They have a unified dashboard for you to keep track of all order statues and take actions in case of any exceptions. Customers can rest assured they’ll receive refunds or their exchange products on time.

The most common communication medium for notifying customers is email. However, we recommend using multiple channels such as WhatsApp, SMS, and IVRS for more customer engagement. 

3. Reverse Logistics Management: 

One of the pain points of returns is arranging for the right transportation with the right agents.

Returns management software have pre-integrations with carriers and some even offer concierge services giving brands and customers a multitude of options. 

Some of them take a further step in easing reverse logistics by driving intelligent carrier allocation to ensure that shipments are allocated to the most appropriate carrier for pickups.

Another way they streamline reverse logistics is through order routing that places the returned items to warehouses based on business preferences. 

4. Automated Returns Management

Automation is a key marker of an effective returns management system. Using ML data models, AI algorithms and APIs, these software elevates returns experience for all parties involved. 

For instance, they automatically generate return labels and other documents, send refunds according to pre-set triggers, predict estimated returns dates, send customer notifications on-time, etc. Automated processes help reduce business workload and operational costs.

5. High Integration Capabilities

eCommerce product returns management software have pre-integrations with carriers, WMS (Warehouse Management Software), eCommerce sales channels, accounting tools, IMS (Inventory Management Software), ERPs (Enterprise Resource Planning) etc.

They are a one-stop solution for arranging reverse shipping, refunding credit, managing inventory, and keeping warehouses in the loop. 

All of these apps and return management tools come in handy to create a seamless and delightful after-returns experience for customers. When sellers get all required integrations in one place (in this case the returns management software), they can work more efficiently.

Why Do eCommerce Companies Need a Returns Management Software?

We’ve discussed in detail the various features of the best eCommerce returns management software. But why is returns management essential for business growth?

As we said above, returns are a part and parcel of eCommerce and for businesses that don’t learn to manage returns early on, they can be threatening.

However, handling returns well can open new opportunities to improve profitability and post-purchase customer experience. This is where returns management software comes into play.

They reduce manual processes and introduce automation, making the overall process much faster and accurate. Moreover, as we’ve seen above, most returns management software provides real-time return and refund tracking abilities to customers.

As a result, customers are kept informed and don’t feel the need to call customer care or raise support tickets. It even helps convert more returns into exchanges through easily accessible exchange panels built within return portals. 

The biggest benefit of using returns management software is that it makes customers’ after-sales journey incredible. Happy with their return experience, customers keep coming back again and again.

Not only does managing product returns properly allow companies to save their sales by turning them into an exchange, but it also enriches them with a loyal customer base.

How to Select the Best Returns Management Software to Manage Product Returns?

We’ve listed various software for returns management in the above section and you may notice many of their features overlap. But which services are absolutely essential in a returns management software? Here’s the answer.

1. A White-labeled Returns Portal with Built-in Exchange

To encourage customers to easily replace items, a return portal is necessary. It’s even better to have a branded returns portal that shows them featured products based on their previous buying history or wishlist. 

The best returns management software, however, is the one which along with the above mentioned features also provides exchange options or an exchange panel within the returns portal so that customers don’t have to go elsewhere. It also increases the chances of them exchanging the product instead of returning it.

2. Pickup Exception Management

Any software you select must have the ability to contact customers and seek feedback in case of a failed pickup. In order to make returns and exchanges swift, quick communication between brands, customers, and carriers is very important. 

So, select a returns management platform that enables you to keep customers satisfied with the brand even in scenarios of missed pickups.

Be sure that they have a proper course of action for contacting customers, taking their feedback and ensuring that the next pickup attempt is a successful one. 

3. Configurable Rules for Automated Returns

To fully avoid manual processing, a returns management tool must allow businesses to preset return rules so that return/exchange requests can be automatically approved or rejected.

They can also provide advanced solutions like reserving SKUs, implementing custom policy during sales or holidays, and enabling you to manually intervene when you need to.

This flexibility is an indicator of an excellent returns management software.

4. Live Tracking and Notifications

It’s crucial to keep customers in the loop for forward and reverse logistics. To that end, live tracking notifications of their shipment statuses and refunds must be shared regularly through SMS, email, and WhatsApp.

You can gauge the efficacy of a software by analyzing its tracking system. 

For example, some software relies on bots to scrape a carrier’s website for order status. This is an unreliable way to track shipments.

Rather, a software that has shipping API integrations with carriers and uses both push and pull APIs can give accurate and real-time updates. 

Conclusion

Product returns are inevitable in eCommerce businesses, so they can’t be ignored. While some businesses run the risk of losing both revenue and customer trust with a bad returns experience, you don’t have to be one of them.

With a returns management tool you can give customers an convenient interface to put return requests, get the best carriers for home pick-up or curbside drop-off, give instant updates of return statuses and automate the refund process.

If you’re on the fence about whether to get a product returns management software for your business, we hope this blog has answered all your queries. We hope our selection of the best eCommerce returns management software helps you find the right one for your store. If you think we missed out on some, please feel free to tell us in the comments below!

FAQ

1. How do returns management software optimize returns?

A returns management solution optimizes speed, visibility, and control. It establishes a streamlined approach to RMA and speeds up the return request approval process. It gives transparent tracking so that customers and businesses have visibility and control over their returns and exchanges shipments.

2. What are the common product return reasons in eCommerce?

eCommerce companies can encounter customer returns if their products are damaged during shipping or have defects like broken parts or missing pieces. The most common reason for returns in the fashion industry is wrong size and color. Other than these, some customers may resort to unfair practices like wardrobing and initiate return requests.