In this blog:
- Intro
- Returns Admin
- Returns Order
- Returns Analytics
- Returns Inbound
- Return Rescue
- Further reading: Returns management FAQs
Intro
1 in 3 items purchased in webshops is returned. Each return costs around £20 to process. It’s too much. Save money, reduce handling time and create better experiences for your customers.
nShift Returns is built around the concept of Reverse e-commerce, meaning that the system works as your e-commerce – but in reverse. Below, you can read a brief introduction to our basic modules.
Returns Admin
Your entire e-commerce returns flow in one platform where you can see, manage and solve all return-related issues. From business rules to refund values. From automatic notifications to track and trace.
Admin is the one-stop shop for managing returns, exchanges, and claims that everyone in your returns organization can use. Customer service. Warehousing. Finance. You name it.
The hub facilitates the automation of processes and smart return flows. Regardless of market, language, currency, or technical platform, you can resolve everything on the same single platform.
Returns Order
Build loyalty with the best possible customer experience. Returns Order is the interface where your customers can return, swap, or claim in just a couple of clicks.
Result? More revenue converted to new purchases. Lots more happy customers are coming back for more.
The Order module digitizes your entire return registration process. Submit a return. Report a claim. Exchange for a new product or size. Select a shipping provider. Shoppers can do it all in a few clicks; every return experience is uniquely tailored to them.
By offering your customers the opportunity to exchange for a different product, color, or size when submitting a return, you can re-convert 30% of all returns into new revenue.
Download the free Guide: From Returns to Retention
Returns Analytics
The data-driven dashboard in Return Analytics enables you to identify trends and work proactively with returns management to improve profitability, customer experience, and rate of returns.
Analytics uses your data to build a detailed picture of which products are coming back and why. So you can reduce your returns rate, minimize costs and give customers the best possible shopping experience.
Visualize and compare all your returns data to answer key questions about your returns process:
- How do return rates vary between different markets?
- Are there any factors that returned goods have in common?
- What are the underlying causes of returns and complaints?
Returns Inbound
Handling a return without using a system can take more than 10 minutes, with the Inbound module, you can eliminate more than 90% of the time and handle returns in under 10 seconds.
A super-efficient, super-simple returns management tool – created by warehouse workers, for warehouse workers.
How to use it? It is simple:
1. Scan the label's barcode or QR code with a hand scanner
2. Open the parcel and check the product
3. Click 'OK'
4. Done!
Return Rescue
Rescue is the sustainability module that promotes circular consumption and reduces climate impact - for you and your customers. Products that were once loved by consumers can be given several new leases of life in circular e-commerce through recycling, reuse, and reselling.
Integrating seamlessly with all other nShift Return modules, Return Rescue makes it quick and easy for shoppers to return once-loved items they no longer want.
The module is co-developed with nShift customer ASKET.
Make returns simple for your customers & smarter for you
nShift Returns delivers branded, self-service experiences while giving you the tools to prevent avoidable returns, automate refunds, and restock faster.
Discover more
Related posts you might like:
- What type of consumer does your e-com store attract?
- 5 reasons to digitize your warehouse returns process
- The future of reverse logistics: how technology is changing the way we think about returns
Further reading: Returns management FAQs
What is a typical return rate in e-commerce?
Online retail return rates generally range from 20–30%, compared to 8–10% for brick-and-mortar stores. Categories like apparel and electronics often see even higher rates due to sizing issues and buyer’s remorse.
Why do customers return items?
Customers most commonly return products because of sizing or quality mismatches, damaged goods during shipping, or receiving incorrect items. A lack of tactile inspection before purchase also leads to higher return likelihood in e-commerce.
How should retailers design return policies?
A strong return policy should be clear, concise, and easy to find. It typically includes return windows (e.g. 30 days), acceptable item conditions, refund or exchange options, and who covers return shipping costs.
Should retailers offer free returns?
Free returns can increase conversions and customer loyalty but may drive up operational costs. Many retailers use conditional free returns—such as minimum order value thresholds or offering free exchanges but not refunds.
What is return fraud and how can it be prevented?
Return fraud includes actions like wardrobing, empty box returns, or falsified damage claims. Retailers can reduce risk with clear policies, inspections, purchase history tracking, and fraud detection software.
How much does returns cost retailers?
Returns can cost retailers up to 65% of the product’s original value. These costs include return shipping, handling, inspection, restocking, and losses from damaged or non-resellable goods.
What are returns management best practices?
Best practices include detailed product listings, automated return workflows, branded return portals, real-time tracking, and data analysis to detect high-return SKUs and optimize inventory planning.
Is “returnless refunds” a sustainable practice?
Yes, for low-cost or hard-to-resell items, returnless refunds reduce logistics costs and carbon emissions. However, they require safeguards against fraud and abuse, especially with high-value items.
What role does technology play in returns management?
Technology automates return approvals, label generation, tracking, customer notifications, and analytics. It streamlines operations and improves visibility across the reverse logistics journey.
Can returns data inform business decisions?
Absolutely. Returns data reveals issues with product quality, shipping, or sizing. Analyzing return reasons helps improve product descriptions, design, supplier selection, and marketing strategies.
