How Do I Process January Returns Faster (and Resell More)?
- Dec 22, 2025
- 3 min read
Updated: December 22, 2025
Standardize returns into a simple flow—triage → grading → disposition → putaway/refurb—and let ShipHero automate the steps with RMA statuses, rules, and directed putaway. You’ll cut “where’s my refund?” tickets, speed refunds/exchanges, and resell more at full value.
What a great January returns flow looks like
Predictable: One flow, clear SLAs, no ad-hoc decisions.
Visible: Status and location are obvious to ops, support, and finance.
Recoverable: More items return to saleable inventory or B-stock quickly.
Target SLAs
Authorize: within 0–4 hours
Receive + grade: within 24–48 hours of arrival
RTI/Refurb putaway: same day after grading
The 5-stage playbook
1) Triage (pre-arrival)
ShipHero RMA statuses: Requested → Authorized → In Transit.
Rules: auto-approve within policy; flag late/final-sale exceptions.
Labels: defect/damage = prepaid; remorse = discounted; final-sale = blocked.
Comms: instant RMA email/SMS with next steps and timeline.
2) Check-in (dock to cart)
Scan RMA to receive; move to a Returns wave.
Directed putaway → QC zone (not to stock yet).
Capture a reason code at scan for analytics (fit, damaged, wrong item, etc.).
3) Grading (A/B/C/D rubric)
A – New/Open Box: clean → RTI (Return to Inventory).
B – Minor touch-up: wipe/steam/rebox → Refurb lane.
C – Functional flaw: missing accessory/cosmetic → B-stock/Outlet.
D – Unsellable: RTV (vendor) or Recycle.
Keep the rubric on a laminated card at QC. Consistency beats debate.
4) Disposition (automated)
RTI: quarantine shelf → final QC scan → pick bin.
Refurb: auto-create workorder (replace insert, rebox, label, photo).
B-stock: relabel as SKU-OPENBOX and route to outlet channel.
RTV/Recycle: generate paperwork directly from the RMA.
5) Putaway (saleable today, not next week)
Directed putaway to the correct pick bin.
Cycle count at putaway to maintain inventory trust.
Auto-restock online when the saleable scan posts.
How to wire this in ShipHero (settings in order)
RMA reasons & statuses: short, universal list; map reasons to default dispositions.
Automation rules: in-policy → auto-approve; final-sale → deny with friendly copy; defect → prepaid label; remorse → discounted label.
Receiving workflow: enable scan-to-receive + directed putaway to QC.
Grading UI: A/B/C/D buttons; require photos for B/C/D.
Locations: Quarantine, Refurb Bench, B-stock, RTV, Recycle.
Workorders: templated refurb tasks.
RTI guardrails: require a final QC scan before stocking.
QC & refurb that don’t slow you down
QC checklist (10–20 sec): barcode match, parts check, quick clean/fold.
Photo proof (B/C items): quick mat shot attached to RMA.
Accessory bins: pre-bag common replacements (cables, inserts, polybags).
Cartonization rules: standard mailers/boxes for open-box SKUs to avoid DIM hits.
Where you recover revenue
Full-price RTI: A-grade units back on PDP same day.
B-stock: shallow markdown via outlet page or secondary channel.
Parts/repair lots: batch D-grade for vendor credit or recycler payout.
Copy blocks you can paste (customer-facing)
Returns portal intro
Start with an exchange or store credit for the fastest outcome. Refunds are available—we’ll show label options and timing before you confirm.
RMA approved email
Your return is set. Once it arrives, we’ll grade it within 1–2 business days and restock, refurbish, or refund per your choice. You’ll get updates at each step.
Open-box PDP note
This item is Open Box / Inspected and includes all standard parts. Covered by our standard warranty.
People also ask
How do I speed up January returns without extra hires?
Use directed putaway, waves, and a simple grading rubric so systems—not people—make decisions. Aim for 24–48 hours dock-to-decision.
Can customers get instant credit?
Yes—offer instant store credit at RMA approval in the portal and reconcile after QC. It reduces refund tickets.
How do I reduce refunds?
Lead with exchanges and store credit in the portal; make the refund path secondary and transparent.
KPIs to watch (and what to pull)
Dock-to-decision (hrs): add QC bench capacity 1–6 pm; pre-sort carts by reason.
Resale rate (% RTI + B-stock): tighten grading and stock refurb parts.
Recovery value ($/return): prioritize A/B lanes; outlet pricing rules.
Refund cycle time (days): automate statuses + emails/SMS.
WISMO/WISMR tickets: expose portal status; add proactive SMS.
Book a Rapid RMA Workflow session.
We’ll configure RMA statuses, automation, grading screens, and directed putaway in ShipHero, then train your team to hit the 48-hour dock-to-decision goal.
