Handling returns has been one of the most frequently recurring topics in your enquiries for quite some time. After over a year of intensive work by our team, we are handing over to you an extended returns handling system, available to all PowerHub users without additional fees. We are convinced that the new module will become a natural part of your processes – just like the Order Manager – and will soon be a standard in daily work.
The new module has been designed to enable maximum flexibility in handling various return scenarios. It works well both for classic returns, when a customer sends back part or all of an order, as well as for complaints or exchanges, when it is necessary to send another item in place of the returned product. It also handles repairs excellently – the goods return to the seller, are processed, repaired, and sent back to the customer.
- Returns (when a customer sends back part or all of an order),
- Complaints/exchanges (when a customer returns goods and the seller sends them a different item),
- Repairs (when a customer returns goods, they are processed and sent back to the customer).
Efficient returns handling
Returns handling is one of the key aspects in e-commerce – it concerns logistics, accounting, as well as customer satisfaction. Efficiently and conveniently handled returns build trust among buyers, which makes them more likely to return to our shop. For sellers, when handling returns, it is also extremely important to ensure the generation of appropriate accounting entries and settlement, as well as the proper receipt of returned goods in the warehouse – in which our module will also assist.
Below we present a range of features that will enable quick returns handling and allow you to save time. Every functionality in the returns module can, of course, be fully automated.
Automatic retrieval of returns – no more juggling systems
Multi-channel sales are today’s standard in e-commerce, but with it comes one of the biggest challenges – the fragmentation of returns handling processes. Each marketplace has its own rules, its own forms, and its own way of conveying information. As a result, the seller must log into several panels, download data manually, and transfer it to their system, which is time-consuming and prone to errors.
In PowerHub, we have solved this problem by introducing automatic retrieval of returns from all sales sources. Regardless of whether the customer reported a return in the Allegro system, Amazon, in your online shop, or through another marketplace – all these reports will appear in one, consistent view in the PowerHub panel.
Thanks to this:
- You don’t waste time jumping between different systems.
- You handle all returns in the same process and according to the same rules.
- You can easily filter and prioritise requests depending on the sales channel, carrier, or warehouse.
If you sell in a channel that does not have a built-in returns reporting system, extended order page features in PowerHub come to the rescue. You can send the customer a link where they can independently:
- will select products for return,
- will indicate the reason for return from a prepared list,
- will download the return label and dispatch the shipment.
This solution not only streamlines the work of the customer service team but also shortens the returns processing time, which directly impacts buyer satisfaction and their likelihood of making repeat purchases.
💡 Practical example:
A seller runs an online shop and simultaneously operates on Allegro and Amazon. Each channel generates several returns per week. Thanks to automatic retrieval in PowerHub, all these notifications end up in one place where they can be processed according to consistent procedures. Instead of three separate processes – one integrated, easy-to-manage process.
Custom status list – full control over every stage of the return
Handling returns is a multi-stage process – from the moment the customer reports it, through shipment transport, product verification in the warehouse, to financial settlement. In many companies, delays and misunderstandings arise precisely in this area – mainly because statuses are scattered across different systems or recorded manually.
The new RMA module in PowerHub eliminates this problem by giving you your own configurable list of return statuses. Its operation is analogous to the order list but has been designed specifically with post-sales processes in mind.
Thanks to this, you can:
- Group returns by source (e.g., Allegro, own shop, other marketplace).
- Filter by carrier, which is particularly useful when you work with several courier companies.
- Sort by warehouse if you handle multiple locations or different logistics centres.
The biggest advantage of this solution is the ability to automatically change statuses thanks to actions programmed in the system. This means that when a parcel arrives at the warehouse or is verified, the status will change by itself – without employee involvement.
💡 Application example:
A customer reports a return in the online shop. The status automatically changes to “Awaiting shipment”. When the parcel is scanned in the warehouse – the system assigns the status “Product verification”. After a positive review of the notification – “Refund in progress”. Everything happens automatically, and you can see at any time how many returns are at a given stage.
Benefits for the seller:
- Full transparency of processes.
- No need to manually update statuses.
- Easy reporting and analysis of the number of returns at each stage.
Benefits for the customer:
- Clear and quick information on the progress of the return process.
- Increased sense of security and professionalism of the shop.
Thanks to its own status list, each stage of the process is visible, controlled and capable of being automatically managed – and that means fewer errors, faster handling and higher customer satisfaction.
Automatic actions for returns
New conditions and automatic actions allow, among other things, for automatically accepting or rejecting returns, issuing invoice corrections, refunding payments, sending customers emails or SMS messages, as well as generating commission refund requests in marketplaces. The process of issuing invoice corrections is maximally simplified – all data is taken directly from the return request, which eliminates the need to manually select items.
We have added new conditions and new actions to perform. You can automatically accept and reject returns, issue corrective invoices, refund payments, request marketplace commission refunds, send emails to customers and much more. Manage returns using the automatic action mechanism you are familiar with.
Examples of automatic actions:
1. After changing the return status:
- Sending an automatic email to the customer with information about the parcel being received at the warehouse.
- Automatic issuance of a corrective invoice after the return is approved.
- Submission of a request for commission return on a given marketplace (e.g., Allegro, Amazon).
- Updating the stock status of the returned product in the selected warehouse.
- Generation of a PZ (external receipt) document in the warehouse management system.
2. After clicking on the custom event button (custom automatic action):
- Manual initiation of a refund action to the customer in the payment system.
- Sending an additional SMS message with an individual discount code “as an apology”.
- Generation and printing of a return shipment label for the customer (e.g., in case of exchange).
- Creation of a new exchange order with automatic addition of the customer’s address and product.
- Transfer of return information to the ERP or CRM system.
3. After scanning the barcode:
- Automatic change of the return status to “Received at warehouse” or “Verified”.
- Registration of goods receipt into stock in the WMS system.
- Triggering an action to send an email notification to the customer about the positive resolution of the return.
- Initiation of the packaging process for the replacement or repaired product.
- Generation and printing of an acceptance/repair protocol for the service department.
Restoring stock status.
Thanks to the new system, the returns handling process becomes fully automated. After accepting a return, inventory levels are immediately updated in the selected warehouse, and the whole process can be further tailored to individual needs by specifying which warehouse the goods should go to.
At the moment you accept a return, the product’s inventory level in the selected warehouse will also automatically increase. Which warehouse the goods should go to can also be automated – without the need to manually select the location.
Examples of application:
- Returns from brick-and-mortar shops: A product returned at one point of sale can automatically be assigned to the main central warehouse, rather than to the local shop stock.
- Multi-warehouse sales: Goods returned by a customer from abroad go to the nearest regional warehouse, and the system automatically updates its status so it is available for resale.
- Outlet or sale handling: Returned products in perfect condition can go back to the main stock, and those with minor defects – automatically directed to the outlet warehouse.
- Service and repairs: The product after repair goes back to the service warehouse, and the system updates the stock levels in that specific location.
- Automatic allocation during peak sales periods: During sales, the system can direct returns to warehouses with the highest turnover so that goods get back into the offer faster.
💡 Business benefit: Automatic stock restoration minimises the risk of product availability shortages in online and offline sales, and also reduces the time needed to reintroduce goods into circulation.
Customer settlements and accounting documents
Issuing corrective invoices is one of those processes that can surprisingly consume a lot of time in traditional returns handling. It requires precisely searching for the correct sales document, selecting the appropriate items, ensuring amount compliance, and checking whether all data is correct. Any error may result in the need to reissue the document, which delays the entire procedure and generates additional work.
The new RMA module in PowerHub completely eliminates this problem. All data needed to issue a corrective invoice is retrieved directly from the return notification – this means you no longer have to manually indicate which products have been returned, nor recalculate values. The system will automatically complete the document with all necessary information:
- customer data,
- the number and date of the original invoice,
- returned items along with quantities and prices,
- reason for correction,
- gross and net return value.
💡 Example of application:
A customer returns two products from a larger order. In the traditional process, you would have to manually search for the invoice, mark those items, enter quantities and prices. In the RMA module, simply accept the return notification – the invoice correction will be issued automatically based on data from this notification, and the document will be sent to the customer in electronic form.
Effect?
- No risk of error when selecting items.
- Faster return processing time.
- Consistency of accounting and sales data.
This solution is particularly important for companies that handle a large number of transactions daily. On a monthly scale, automatic invoice corrections can save even several dozen hours of work for the accounting and customer service departments.
Refunding payments – quick settlements and automatic transfers
The process of refunding money to the customer is one of the key moments of the entire RMA procedure. It is at this stage that the buyer assesses whether the shop operates efficiently and reliably. A quick payment of the amount due increases trust and often determines whether the customer will return in the future.
In the new RMA module in PowerHub, you have full control over registering and processing payment refunds. In the panel, you can mark for which return requests the funds have already been sent back to the customer. This way, you always know at what stage each process is – both from the logistical and financial sides.
The greatest convenience occurs when you use sales channels that support automatic refunds, such as Allegro or other marketplaces with their own settlement systems. In such cases, PowerHub, after accepting the return, can independently instruct the transfer of money to the buyer’s account – without the need to log into additional panels or manually execute transfers.
💡 Example of use:
The customer makes a purchase on Allegro, but after a few days returns the product. After accepting the return in the RMA module, PowerHub automatically instructs the payment of funds in the Allegro system, while marking in the panel that the payment has been made. You no longer need to remember to perform this step, and the customer receives the money faster.
Benefits for the seller:
- Elimination of the risk of missing or delaying payment returns.
- Shortening the entire returns handling process.
- Better transparency – full insight into the history of returns and payouts.
Benefits for the customer:
- Shorter waiting time for funds.
- Clear information about the return status.
As a result, your brand is perceived as professional, trustworthy and caring for the comfort of buyers – and in e-commerce this directly translates into sales and customer loyalty.
Return form within the order page – fast and convenient handling directly in the customer panel
In e-commerce, customers increasingly expect the return process to be as simple as the purchase itself. That’s why in the new RMA module in PowerHub, we’ve introduced an extension of the order page with additional features that allow buyers to independently report a return in a few simple steps – without the need to contact the store’s customer service.
If your sales channel (e.g., online store) does not have a built-in return form, you can send the customer a link to their order page. Upon opening it, they will see extended options:
- selection of goods they wish to return,
- marking the reason for return from a prepared list,
- the ability to download a ready-made return label.
Everything takes place in the same, familiar location for the customer – in their order details – which ensures intuitive navigation and shortens the time needed to complete formalities.
💡 Example of use:
A customer buys a jacket and trousers in your store. After delivery, they find that the trousers don’t fit. They receive a link from you to their order page, where they select the trousers from the product list, mark the reason “size unsuitable” and immediately download the return label. Everything takes just a few minutes, and the RMA module automatically registers the report and prepares documents for processing.
Benefits for the seller:
- No need to manually handle email and telephone notifications.
- Automatic retrieval of data on return reasons.
- Faster transfer of information to the logistics department.
Benefits for the customer:
- A convenient process available 24/7 in a familiar environment – the order page.
- No need to log into additional systems or fill out external forms.
- Immediate ability to print the return label.
Thanks to this feature, the customer doesn’t have to learn a new process or search for additional links – they just need to go into their order details to initiate a return in a simple and quick way.
Product exchanges and returns after repair – quick processes in one tool
Exchanging goods or returning a product after repair are situations that in traditional service processes can require many steps – from re-entering customer data, through creating a new order, to preparing shipping documents. In the new RMA module in PowerHub, this entire process has been maximally simplified and automated.
In the case of product exchange the returns module allows for instant creation of a new order without the need to manually copy data. All information – from customer details to the product list – is retrieved directly from the return request. Just a few clicks are needed to prepare a new order and start the process of shipping the replacement product.
For companies handling service repairs the module offers additional conveniences. After completing the repair, you can:
- register a product return to the customer,
- create a return shipment directly from the notification level,
- Generate dedicated forms after repair (e.g., service protocol, report of performed activities).
💡 Example of application – exchange:
The customer orders a sweatshirt in size M, but it turns out they need L. After receiving the request in the RMA module, the seller creates a new order with the correct size with one click, and the system automatically prepares the shipping documents.
💡 Example of application – repair:
A company servicing electronics receives a laptop from a customer with a damaged screen. After the repair, the technician in the RMA module registers the equipment return, generates a courier label, and automatically attaches a form describing the repair performed.
Benefits for the seller and service:
- Reduction of time needed for handling exchanges and repairs.
- Elimination of manual data entry.
- Consistent documentation of all process stages.
Benefits for the customer:
- Faster completion of exchange or return after repair.
- Clear communication and complete set of documents confirming service performance.
Thanks to these features, the RMA module becomes not only a tool for handling classic returns but also a comprehensive system for post-sales customer service, covering exchanges, service, and reshipments.
Summary – why is it worth using the RMA module in PowerHub?
Centralisation – handling returns from all sales channels, including marketplaces with their own RMA systems, in one PowerHub panel.
Automation – the ability to set automatic actions for each stage of the return (acceptance, rejection, invoice corrections, payment refunds, commission refund requests).
Integration with payments and marketplaces – automatic refunds to payment systems and handling of commission refunds in the marketplace.
Returns portal for customers – a dedicated page and form enabling independent return requests and label downloads.
Full flexibility – handling returns, complaints, exchanges, and repairs in one tool.
Automatic inventory status updates – immediate restoration of stock levels after accepting a return.
Future-proof solutions – planned addition of a return button on the dedicated order page, automatic generation of return shipments, and returns analytics.
We encourage you to use the new functionality and share your thoughts. As you know, we are open to feedback and suggestions. You can contact us through support tickets. We also encourage you to use the suggestions portal, which we regularly check and strive to implement the most popular proposals.
Want to know more about the RMA system? Write to us!
