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Customer Returns

Future-proof customer return journey

Support returns for any reason from any channel. Give customers a hassle-free return policy and a reliable service. 12Return makes the returns process personal and supportive. So customers stay happy.
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RMA Portal

Connect with customers in every channel

12Return's customer communication interface lets you offer return policies in any in-store or on-line sales channel.

Automate return material authorization decisions

Return Profiling™ allows you to automate the authorization of returns with specific automation rules.

Automate transport management decisions

Dynamic Routing™ allows you to automate and execute logistics with UPS and DHL services for returns from 149 countries.

Offer fast resolution to the customer

12Return's customer support interface gives support agents all tools and data to manage the returns process with their customer.

The 12Return platform allowed us to completely rethink, reorganise and optimise our return flows. We can now offer a user-friendly solution to do returns to our customers, and manage a multi-channel, multi-language and multi-locations process in a single tool internally.”

Jan Mylemans

Jan Mylemans 

Logistics, Operations Manager, Efficiency and Quality Northern Europe at Somfy Group


Unlock opportunities with new customer interactions

On-line interaction offers many opportunities for personal service in the returns process.  Customers can create a return, add return reasons, select shipping preferences, receive a shipping label, find a drop-off location, schedule a pickup appointment, and track the status of a return.


Smart returns material authorization with Return Profiling

Managing expectations starts with accepting a return and communicating the expected resolution. Support agents have full control to approve or reject products, add reject reasons and communicate with the customer. Or have Return Profiling™ bots do this work for them.


Reduce freight spend with automated reverse logistics plans

Returns should be shipped first time right to a designated return center. 12Return supports returns from 149 countries with paid and pre-paid drop-off and pickup services from UPS and DHL. Dynamic Routing™ automates all decisions for smart reverse logistics.


Keep customers happy with a fast and reliable resolution

Customers expect the service that has been promised in the return policy. Support agents have a personal dashboard to answers all customer support inquiries. 12Return automatically updates your ERP system and informs the customer with branded status messages.


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Frequent Asked Questions

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Everything you need!

Hosted RMA Portal

Design a branded customer RMA portal that is hosted by 12Return.


Connect your order management system to retrieve all relevant order data to create a return in the hosted RMA portal.

Return API

Create a return in your own system that is connected to the 12Return API.


Set up all products in 12Return and connect your PIM system to maintain all specific product information that is needed for the returns process.

Return Reasons

Define return reasons that can be selected when a return is created and that are turned into valuable insights.

Return Policies

Define unique customer return journeys for each return policy, such as returns & exchanges, warranty, and take-back.

Carrier Services

Use your UPS or DHL account to give your customer a prepaid return label for drop-off or pickup.

Do It Yourself

Create a barcoded return shipping label for customers to organize shipping themselves.

RMA Automation

Use Return Profiling automation rules for smart and automated return material authorization.

Smart Logistics

Use Dynamic Routing to automate decisions about where returns are shipped to and how.


Unlock the oppportunity of customer interaction with specific questionnaires.

Status Updates

Keep customers and external systems informed with automated status updates.

Warehouse Integration

Integrate with an external warehouse management system to manage the receiving process outside 12Return.

Learn from the 12Return blog.

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What does RMA stand for

Many of us know the abbreviation RMA but what does it stand for?

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The customer journey

See how Dexter Bawbund experiences the customer return journey.

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Read how technology can facilitate the customer journey.

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I want to organise the customer return journey!

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