Separate your product catalog from commerce.


Guide all your returns workflow with our new Returns App.

November 15, 2023 Daniel Oh

Introducing our new Returns App

Returns aren’t the most appealing part of ecommerce, but they can be a crucial part of your customer experience. 72% of shoppers say that a brand’s return policy can directly influence their final purchasing decision. Another 80% of shoppers expect those returns to be free. Of course, creating too loose of a returns policy can adversely affect revenue and may even encourage fraud. The NRF found that $428B of sales were returned in 2020, 5.9% of which were found to be fraudulent.

A return policy should satisfy customer expectations while protecting against excessive or fraudulent returns. Just as important is the platform you’re working with, and how it enables you to execute and support your return policy. It’s why we’re happy to announce our new Returns App. The Returns App provides all the core functions to initiate returns, manage their acceptance or rejection, and facilitates restocking when appropriate.

The Returns App

In order to initiate the return, you must first go to the Orders App and select the Order that’s associated with the return. After clicking into the Order, click the options menu at the upper right hand corner and select “Request return”

After clicking “Request return”, you’ll see a screen where you can select the items that are being returned. You can even edit addresses at this stage if the origin or destination have shifted for any reason.

Once you’ve requested the return, you can either visit the Returns App at the Dashboard Hub to find it, or you can scroll down the Orders screen to see the pending Return above the Timeline. Either way, once you’ve clicked into the Return request, you have the option either Cancel or Approve it. Once you approve it, there’s an option to mark it as shipped.

The Returns App doesn’t manage the printing and management of shipping labels for returns. It’s up to you to build your policy around return labels, whether you provide them for your customers or require them to print their own labels. However you want to do it, once you’ve received the notification that the items are on their way back, you can mark the return as shipped.

Once the items are back in your possession, it’s up to you to either reject or receive the return. If the returned items are in good enough to condition to resell, you have the option to restock the items into your inventory pool.

If you'd like a video walkthrough that details the returns process from beginning to end, just click the video below!

An interface for support and warehouse staff

Reverse logistics can be complicated, especially if you want to provide a returns policy that increases customer satisfaction while protecting revenue. The Returns App is another tool we provide to help streamline returns processes and account for all the different directions you want to go in. Of course, if you need to tweak our Returns App to fit your specific use case or preference, you can always fork the open-source repository (learn how to do it here) and leverage our App Elements library.

We’d love to hear your thoughts on our Returns App. If you want to give us feedback or join the ongoing conversation in our community, join us on Slack!

Get a free live demo.

Get a personalized demo and learn more about what Commerce Layer can do for your company.