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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.