How we digitised the entire returns process – from receiving the parcel at the warehouse to the client portal
Parcels kept arriving, photos flew around on WhatsApp, statuses were sorted out by email – and nobody knew what was happening with a return.
Returns were written down by hand, nothing could be traced and records got lost.
Photos of parcels travelled via WhatsApp and email – without being linked to a specific parcel.
Clients had to phone or email to find out the status of a return – a waste of time for both sides.
How many returns are open, what’s waiting to be handled? Nobody knew without counting by hand.
The whole process runs through the system – every step is recorded and both sides know where each return stands.
The parcel arrives at the warehouse and a worker unpacks it at a dedicated workstation.
The parcel is photographed and the photos are uploaded to its record straight away.
The return is created in the Preparation status – the client can’t see it yet.
Once the return is sent, the client gets an email and sees everything in the portal.
In the portal, the client decides how the return should be handled.
Every incoming parcel marked for return goes through the same place – a workstation set aside in the warehouse. The worker unpacks it, checks it and documents it.
With a fixed process nothing gets lost, and every return looks the same – whoever in the warehouse handles it.
Every return has its own record in the system with a complete history. Nothing is left to memory – everything is recorded from the very first moment.
Every return moves through defined statuses – and each status tells you exactly what’s happening and whose turn it is.
The worker adds photos and fills in the details. The client can’t see the return yet – it waits until everything is complete.
The return is complete. The client gets an email and sees everything in the portal – photos, notes, status.
All the client’s requests have been met. The return moves to the archive and stays searchable.
Clients log in to their portal and see all their returns at once. Each one has full photo documentation, notes from the worker and its current status.
For every return in the Sent to client status, the client can say right in the portal what should happen to the parcel – no calls, no emails.
No delays because someone forgot to call. Both sides are always kept informed automatically.
Every status change triggers an automatic email to the right party – fast handling, no needless waiting.
Large parcels that don’t fit on the standard workstation don’t have to be carried around. The worker photographs them on the spot with the mobile app and adds them to the system – and it all works without an internet connection too.
The returns module works on its own or as part of the FROGGATE platform – connected to the warehouse, the portal and the mobile app.
We’ll gladly show you what the system could look like for your operation – no strings attached.