The smart retailer’s checklist for an effective returns solution

Returns are evolving—your returns platform shouldn't just keep up, it should lead. Whether you're looking to protect margin, prevent fraud, or elevate the consumer experience, your returns solution must be intelligent, scalable, and deeply data-driven.

That’s why we’ve created this checklist: to help high-growth retailers choose a returns management platform that not only meets the moment—but also scales with it. From optimizing reverse logistics to identifying bad actors without alienating good consumers, the right platform empowers you to preserve revenue, retain customers, and increase operational efficiency.

Here are the features or functionality you should look for in world-class returns management software. 

Checklist criteria ✅

1. Ease of integration

Returns management software should deliver impact fast—without overloading your tech team. With seamless integrations, you can automate workflows, personalize experiences, and scale operations without ripping and replacing existing systems. It’s the smartest way to drive ROI while keeping your stack agile and efficient.

Be sure to look for: 

☐ Cloud-based architecture with flexible deployment options
☐ Prebuilt integrations with key OMS, WMS, and ecommerce platforms
☐ Scalable infrastructure to support growth and regional expansion

2. Customer-centric experience

Returns aren’t just a transaction—they’re a moment of truth. A smooth, personalized return experience can deepen trust, encourage repurchase, and turn one-time buyers into loyal consumers. With 84% of consumers saying they won’t return after a bad experience, your returns platform must prioritize clarity, convenience, and care at every step.

Be sure to look for: 

☐ Intuitive, mobile-friendly self-service return portal
☐ Label-free, box-free drop-off options across a wide geographic network
☐ Dynamic, trust-based return outcomes (e.g., instant refunds for VIPs)

3. Automation and intelligent routing

Manual returns processes drain time, budget, and patience—from both your team and your consumers. Intelligent routing, powered by automation and real-time data, ensures every return is processed and dispositioned quickly, cost-effectively, and accurately. It’s the key to reducing overhead, increasing efficiency, and protecting resale value—all while delivering a seamless consumer experience.

Be sure to look for: 

☐ Automated return approval for low-risk scenarios
☐ Rules-based routing by geography, vendor, and inventory availability
☐ Logic-driven dispositioning (restock, refurbish, return-to-vendor)

4. Fraud prevention and risk management

Returns fraud is surging, and it’s no longer just an unfortunate cost of doing business. With 15% of returns in 2024 deemed fraudulent, retailers need smarter defenses that protect margins without alienating loyal consumers. The right solution uses AI and behavioral signals to identify high-risk activity in real time, enforce policies dynamically, and preserve trust where it matters most.

Be sure to look for: 

☐ Real-time fraud detection and behavioral scoring
☐ Enforced eligibility rules based on AI-driven policy logic
☐ Protection against wardrobing, empty-box scams, and repeat abusers

5. Revenue retention and upsell opportunities

Returns don’t have to mean lost revenue. The smartest retailers turn returns into re-engagement moments—offering store credit, personalized exchanges, or product recommendations that drive the next purchase. With the right platform, every return becomes a chance to retain revenue, boost lifetime value (LTV), and grow margin without additional acquisition costs.

Be sure to look for: 

☐ Options that drive retained revenue (e.g., exchanges, store credit)
☐ Personalized product recommendations embedded in the return flow
☐ Incentives tied to loyalty tiers or trust levels

6. Data-driven insights and reporting

You can’t improve what you can’t measure. A modern returns management solution should surface actionable insights—like return reasons and fraud patterns—to help you make smarter, faster decisions. With real-time analytics and IRIS™-powered intelligence, retailers can optimize operations, refine strategies, and uncover new opportunities for growth.

Be sure to look for: 

☐ Return reason captured at SKU and customer levels
☐ Trend analysis to surface operational and product issues
☐ Signals to inform pre-purchase decisions and lifecycle marketing

7. Scalability and global performance

As your business grows, your returns platform needs to keep up without hassle. Whether you're expanding into new markets or handling seasonal spikes, scalable infrastructure and global carrier support are essential. The right solution ensures consistent performance, localized experiences, and operational efficiency—no matter the volume, geography, or complexity.

Be sure to look for: 

☐ Support for international operations and time zones
☐ Access to a broad network of logistics partners and return locations
☐ High-performance infrastructure for peak volume handling

8. Ongoing optimization and services

A best-in-class solution goes beyond setup, offering continuous improvements, expert support, and strategic insights to help you stay ahead. From evolving fraud tactics to shifting consumer behavior, ongoing optimization ensures your returns experience keeps delivering value long after launch.

Be sure to look for: 

☐ Access to implementation specialists and onboarding resources
☐ Ongoing optimization support including benchmarking and A/B testing
☐ Customization of return policies based on brand goals and segments

9. Measurable business impact

Finally, you want to ensure your returns solution is aligned to support high-impact business objectives. Look for a platform that’s proven in helping its brands retain revenue, grow revenue, and improve operational efficiency. 

Be sure to look for: 

☐ Clear ROI metrics tied to fraud reduction, logistics savings, and retention
☐ Demonstrated reduction in return rates from policy enforcement
☐ Evidence of customer loyalty gains tied to return experience quality

Meet Narvar Shield: AI-powered returns management 

Narvar Shield is powered by IRIS™, Narvar’s proprietary AI engine that transforms 42B+ interactions into actionable intelligence. With Shield, you're not just processing returns. You're maximizing revenue, automating with intelligence, and safeguarding loyalty at scale.‍

By delivering smarter returns management, fraud prevention, and customer experiences, Shield drives revenue protection, revenue retention, revenue growth, and operational efficiencies. Early adopters, including American Eagle, Estée Lauder, and others, are already seeing measurable bottom-line impact, including:

• 18% more revenue protected due to eligibility enforcement
• 40% revenue retention driven by exchanges
• 40% reduction in reverse logistics cost savings with Return Concierge
• 50% reduction in call center costs

Final recommendation

Don’t settle for basic returns software. Demand a solution that thinks, learns, and protects. See why 1,500+ leading brands trust Narvar to power the future of returns and post-purchase experiences. Request a demo.