Do you know how your returns are handled?

A smooth post-purchase process isn’t just convenient—it has real economic value. How you handle returns and warranty claims can make or break efficiency and revenue. Relying on manual processes without data-driven insights can slow everything down. Laws and regulations give customers the right to return faulty products, and businesses have the same rights when dealing with suppliers.

Here are some key steps you can take to create a more efficient product lifecycle. 

Is your staff doing the right thing? 

Clear communication around returns and warranty claims is essential—not just for customers but also to ensure consistency across locations and systems. 
Visit one of your stores or central warehouses. Meet with the staff handling returns and claims. Ask them about their process—do they know the official procedures? Are those procedures actually being followed? Watch how products are handled and compare it to the set guidelines. 

Management should feel confident that everyone is working within a centralized framework. Easy access to the right information helps employees learn the correct routines. A shared knowledge base is a great way to document insights and make them available to the whole team.

Identifying key challenges 

Where are the bottlenecks in your current process?  
Efficient product handling is key for both stores and employees, but it’s not always easy, especially for new staff who may not know the best way to manage returns and claims. A well-structured system or that shared knowledge hub can make a big difference, improving both customer service and internal efficiency. 

Working with suppliers 

One of the biggest priorities is reducing the cost of handling warranty claims. Understanding how claims are escalated to suppliers and workshops for repairs is crucial. How long does it take to get a credit* from a supplier? Are there obstacles preventing you from securing reimbursements? 
The way claims are handled depends on both customer interactions and the type of product. However, having a structured way to collect and analyze supplier claims data is essential for improving efficiency in this part of the process.

Making the claims process smoother for customers 

In most cases, store staff or customer service teams are the ones communicating with customers about claims. While you might already collect feedback once a claim is resolved, there’s more you can do along the way. 
Just like customers can track their online orders, they should also be able to follow their warranty claims. Keeping them updated throughout the process reduces uncertainty, minimizes the need for them to contact support, and ultimately improves their experience. 

Are your systems in sync? 

How well do your current systems support your workflow? What can you do to make things easier for suppliers, customers, and your internal teams? 
Often, returns and claims are processed at a central warehouse, logged in one system, and then a replacement product is sent out using another. This fragmented setup is time-consuming and hard to track. 

What improvements can you make with the systems you already have?
Replacing everything isn’t always an option, but focus on what you are good at and let external systems help with you make your business as profitble as possible.small tweaks—like scanning product details instead of entering them manually—can go a long way. 

Another option is integrating external solutions into your existing setup. Choose a solution that connects your systems into a single streamlined workflow, so you don’t have to jump between multiple platforms. With everything synced, you get real-time visibility into returns and warranty claims, making the process smoother for everyone.