Return Processing Centres - Full Returns Lifecycle Management

Frequently Asked Questions

What happens when a return arrives at a Prozo Return Processing Centre?

Every return undergoes a structured receiving workflow. The package is unboxed under camera surveillance for dispute-proof documentation, then subjected to a multi-point quality check. ProWMS records the condition, assigns a grade (A for resaleable, B for refurbishable, C for liquidation or disposal), and triggers the appropriate disposition workflow - whether that's restocking, sending to a VAS station for refurbishment, or routing to a liquidation channel. The entire process is logged with timestamps and images.

How does camera-monitored unboxing help with return disputes?

Camera-monitored unboxing creates timestamped, visual evidence of every returned item's condition at the moment of receipt. If a customer disputes the return outcome or a marketplace raises a chargeback, Prozo provides the video and image documentation as irrefutable proof. This dramatically reduces dispute losses, protects the brand against fraudulent return claims, and speeds up resolution timelines with marketplace support teams.

Does Prozo integrate return processing with reverse logistics and marketplace platforms?

Yes. Prozo's Return Processing Centres are fully integrated with ProSHIP RMS (Returns Management System) for end-to-end reverse logistics - from customer return initiation and pickup scheduling to warehouse receiving and QC. ProOMS syncs return status updates back to marketplaces and D2C platforms automatically, ensuring customers and support teams always have real-time visibility into where each return stands in the lifecycle.

What is the average turnaround time for processing a returned item?

The average turnaround time from return receipt to disposition is 24 to 48 hours at Prozo's Return Processing Centres. This includes unboxing, quality inspection, grading, and either restocking (Grade A), routing to VAS for refurbishment (Grade B), or liquidation processing (Grade C). High-volume RPCs operate multiple shifts to maintain this turnaround even during peak return seasons like post-Diwali or post-EOSS.

How does Prozo handle fraudulent returns?

Fraudulent returns are identified during the camera-recorded unboxing and QC process. If the returned item does not match the original product - wrong item, used product claimed as new, or missing components - ProWMS flags the return as a fraud case with timestamped photographic evidence. This evidence is used to file disputes with marketplace platforms or to deny refunds on D2C channels. Repeat fraud patterns are tracked and flagged proactively.

Can returned items be refurbished and resold through Prozo's warehouse?

Yes. Grade B items that need minor refurbishment - cleaning, repackaging, relabeling, or cosmetic repair - are routed from the RPC to a VAS station within the same warehouse. Once refurbished to brand-approved standards, the item is re-barcoded, assigned a new or existing SKU, and returned to saleable inventory. ProWMS tracks the full lifecycle from original sale through return, refurbishment, and resale.

What return rates are typical for e-commerce brands, and how does Prozo help reduce them?

Return rates in Indian e-commerce typically range from 15-30% for fashion and 5-10% for electronics and FMCG. Prozo helps reduce return rates through accurate pick-pack verification (preventing wrong-item shipments), proper packaging (reducing damage in transit), and NDR management via ProSHIP (reducing RTO). For returns that do occur, fast processing and restocking maximizes inventory recovery and minimizes revenue loss.

Does Prozo support liquidation channels for non-resaleable returns?

Yes. Grade C items that cannot be resold through primary channels are routed to brand-approved liquidation partners or secondary marketplaces. Prozo manages the liquidation workflow end-to-end - inventory segregation, documentation, buyer coordination, and dispatch. Brands receive liquidation reports showing recovery values per SKU. For products that cannot be liquidated, Prozo coordinates certified disposal or donation per brand policy.

How does the RPC handle returns from multiple channels in one facility?

Prozo's RPCs process returns from all channels - Amazon, Flipkart, Myntra, D2C webstores, and offline retail - within a single facility. ProWMS identifies the originating channel for each return and applies the appropriate QC protocol, grading criteria, and disposition rules. Channel-specific return SLAs are tracked independently in Control Tower, ensuring marketplace compliance timelines are met while maintaining unified operational efficiency.

What reporting does Prozo provide on return processing performance?

Prozo provides detailed return analytics through Control Tower dashboards including total returns received, processing turnaround time, grade distribution (A/B/C split), restocking rate, refurbishment success rate, liquidation recovery value, and fraud detection rate. Reports are available by channel, SKU category, and time period. These insights help brands identify root causes of returns - such as sizing issues, damage in transit, or product quality problems - and take corrective action to reduce future return rates.