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Optimizing Returns and Refunds for a Multi-channel Retailer

Client Background

A multi-channel retailer with a prominent presence in both brick-and-mortar and online sales. Striving to provide a seamless shopping experience, they faced challenges in efficiently managing returns and refunds, leading to customer dissatisfaction and operational inefficiencies.


They struggled with an increase in return requests, resulting in delays and errors during manual processing. This hindered customer satisfaction and created operational bottlenecks.

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To tackle the intricate challenge of handling returns and refunds, the retailer implemented an Intelligent Process Automation (IPA) system. The IPA system was intricately designed to integrate seamlessly with the company's diverse array of systems, including their e-commerce platform and Point of Sale (POS) systems. It automated the complete returns process, starting from the initiation of a return request to the final processing of refunds.



The integration of the IPA system led to remarkable outcomes for the multi-channel retailer:

  • Reduced Processing Time: The IPA system drastically reduced the processing time for returns by an impressive 60%. This reduction resulted in faster refunds, significantly enhancing customer satisfaction.

  • Lower Error Rates: Automation through the IPA system substantially decreased error rates in the refund processing procedure, culminating in a substantial 40% reduction in customer complaints related to returns and refunds.

  • Cost Savings: The retailer experienced a substantial decrease of 45% in labor costs associated with manual returns processing, leading to considerable operational cost savings.

  • Improved Inventory Management: The IPA system's capabilities in tracking returned items allowed for more accurate and precise inventory management. This, in turn, minimized stockouts and overstock situations, optimizing the inventory workflow.

  • Enhanced Customer Loyalty: Customers warmly welcomed the smoother and more efficient returns process. This improvement in the customer experience resulted in a noteworthy 20% increase in repeat purchases, showcasing heightened customer loyalty and satisfaction.

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