~ Brands are using superior returns management as an important customer service tool ~
~ Quick pick-ups, doorstep quality check and instant refunds delight buyers ~
Mumbai: Returns of online purchases are an integral part of digital commerce. As per data processed by logistics-platform Shipway, over 7.5 Lakh products were returned during the last two quarters (Oct 2024 – Mar 2025).
While returns have long been considered an unproductive aspect of operations, that is changing now. Superior returns management is turning out to be an essential avenue for customer delight and a significant way to reduce operating costs. Using technology, brands are converting this returns process into an opportunity to impress their customers, establish a positive relationship with them, and strengthen the prospect of serving them again.
Working with specialised partners, Unicommerce’s subsidiary Shipway has enabled brands to pick up returns within 24 hours of receiving a return request from customers, conduct a doorstep quality check on the returned items, and process a near-instant refund.
Shipway’s doorstep quality check not only enables instant refunds, it also improves inventory control by determining which products can be restocked for sales. This helps brands minimize return fraud, reduce losses, and make returns as smooth and efficient as deliveries.
Return rates can go as high as 40% depending on the product category, return policy, and seasonality. Effective reverse logistics, which includes return pickups, repairs, recycling, or disposal, remains a major challenge for online sellers. This often leads to operational bottlenecks, posing significant challenges for brands and businesses, eventually eroding profitability.
Shipway by Unicommerce, which handles over 35 million annual transactions and operates in an INR 4000 Crores market, is ensuring that brand websites can offer a marketplace-like return experience to their customers.
Returns can be major roadblocks for brands, if not dealt with effectively, said Praveen Singh, Head of Digital Marketing at Baggit. Our high-quality, eco-friendly offerings appeal to the masses across geographies. An important aspect that keeps our customers happy is Shipway’s efficient returns management system, which plays a crucial role in minimising our effort to handle order returns. It ensures quick action as soon as a customer taps the return button and provides a sense of priority to the customer, turning their dissatisfaction into an opportunity to enhance their experience.”
Buyju Balakrishnan, Brand Head at Domin8 an athleisure wear brand, said, “Customer experience plays a pivotal role in increasing brand likability. Managing order returns isn’t just about logistics”it’s about reinforcing customer confidence. Every seamless return is a step toward stronger brand loyalty and operational excellence. Shipway’s courier and logistics support enables us to efficiently track returned merchandise in a timely manner, allowing us to deliver prompt resolutions to our customers.”
Speaking about Shipway’s efficient returns management, Saurabh Kumar Chaudhary, Chief Business Officer at Shipway, said, “Returns have always been a pain point for D2C brands, affecting both customer experience and operational efficiency. With Shipway’s logistics expertise, our technology strives to enable brands to offer a seamless return experience that could positively impact customers’ trust in the brand.”
Shipway offers plug-and-play integrations with technology platforms like Return Prime, Eco Returns, and Pragma.ai, among others, for superior returns management.
E-commerce and retail brands can leverage Shipway’s extensive reverse logistics network, which covers 21,000+ pin codes and is supported by leading courier partners like Delhivery, Shadowfax, Ekart, and Xpressbees. The network enables sellers to schedule and manage return pickups effortlessly, reducing friction in the post-purchase journey and enhancing customer trust.