Returns Management System - White-Labeled Reverse Logistics

Frequently Asked Questions

What is Prozo's Returns Management System (RMS)?

Prozo's RMS is a white-labeled reverse logistics platform that gives brands a branded returns portal with short URL, OTP-verified return initiation, reason-based doorstep quality checks, dynamic reverse pickup allocation across multiple courier partners, real-time notifications, and automated refund or replacement workflows - all managed from the ProShip dashboard.

How does doorstep quality check (QC) work during a return pickup?

When the courier arrives for a reverse pickup, they perform a reason-based quality check at the customer's doorstep. Depending on the return reason, the courier verifies product condition by checking images, size, color, and tags against the original order. Failed QC results in on-the-spot rejection, preventing damaged or incorrect items from entering the reverse supply chain.

Can the returns portal be branded with our company identity?

Yes. The returns portal is fully white-labeled - your brand logo, colors, and domain (via short URL) are applied so customers see a seamless branded experience. The portal can be embedded in your website or shared as a standalone link in post-delivery communications.

How does OTP verification prevent fraudulent returns?

Every return request requires the customer to verify their identity via a one-time password sent to their registered mobile number. This prevents unauthorized return requests from being initiated by someone other than the buyer. OTP verification adds a security layer that significantly reduces fraudulent returns and ensures only legitimate customers can trigger the reverse logistics process.

Which courier partners handle reverse pickups on ProShip?

ProShip's reverse pickup network spans multiple courier partners across pincodes, dynamically allocated based on serviceability, partner performance, and availability. The system selects the best-fit reverse pickup partner for each return request at the pincode level - ensuring wide coverage and competitive reverse freight rates without relying on a single carrier.

How does ProShip handle refund vs replacement decisions automatically?

ProShip supports configurable automated workflows that determine the disposition action based on return reason, QC result, and product category. For example, size-related returns can trigger automatic replacement shipment, while damaged goods route to refund processing. These rules are fully configurable from the dashboard and execute without manual intervention once the returned item is received at the warehouse.

What notifications do customers receive during the returns process?

Customers receive real-time SMS and WhatsApp notifications at every stage of the return lifecycle: return request confirmed, reverse pickup scheduled, courier en route, item picked up, item received at warehouse, QC passed or failed, and refund processed or replacement shipped. These automated touchpoints keep customers informed and reduce inbound support queries.

Can I set different return policies for different product categories?

Yes, ProShip's RMS supports category-level return policy configuration. Brands can set different return windows, QC criteria, and disposition rules for each product category. For example, fashion products may have a 15-day return window with size and color QC, while electronics may have a 7-day window with functionality checks. Policies are enforced automatically at the returns portal level.

How does ProShip's RMS reduce the overall cost of reverse logistics?

ProShip reduces reverse logistics costs through three mechanisms: doorstep QC rejects damaged or non-qualifying items before they enter the return pipeline, saving reverse freight; OTP verification blocks fraudulent returns at the source; and dynamic multi-courier allocation ensures competitive reverse pickup rates. Together, these layers can reduce overall reverse logistics spend by 15-25% compared to single-carrier reverse systems.

Does the returns management system integrate with my existing OMS?

Yes, ProShip's RMS integrates with leading OMS platforms including Unicommerce, Vinculum, EasyEcom, and ClickPost. Return requests, pickup status, QC results, and disposition outcomes sync automatically with your OMS. For custom systems, ProShip provides reverse shipment APIs covering return initiation, tracking, and refund trigger workflows.