Returns Receiving: The First Step That Determines Everything Downstream

Why returns receiving sets the tone for the entire reverse logistics process

Returns receiving is the quiet beginning of a very loud process. If receiving is fast, accurate, and structured, everything downstream becomes easier: inspection, disposition, restocking, reconciliation, and refunds. But if receiving is slow, unclear, or inconsistent, those same downstream steps turn into bottlenecks that frustrate customers, confuse inventory systems, and overwhelm warehouse teams. Reverse logistics succeeds or fails at the dock door.

Most brands underestimate the importance of returns receiving until they scale. Suddenly, piles of boxes appear with no clear order numbers, labels do not match, some SKUs are missing, some shipments contain the wrong products entirely, and exceptions begin to stack up. A strong returns receiving workflow keeps all of this under control.

Where returns receiving breaks inside growing warehouses

Receiving breaks when volume grows faster than structure. Teams rely on instincts and tribal knowledge rather than a documented workflow. That works briefly, but as returns multiply, inconsistency grows, and mistakes become costly.

Connor Perkins, Director of Fulfillment at G10, captures the problem well. "Returns can be tricky. A good example is apparel, there are times where people order something online, try it on, wear it once, and then want to return it. When that comes back, if the client decides to refund, we have to do our due diligence." He added, "Returns involve a lot of subjectivity."

Returns receiving reduces that subjectivity by applying structure before any other part of the process begins.

How poor returns receiving erodes inventory accuracy

If a return is received but not scanned correctly, the inventory system never updates. If it is scanned into the wrong condition, the system shows sellable inventory that should be quarantined. If it is scanned under the wrong SKU, you lose inventory in one place and gain phantom inventory in another.

Connor explained how this type of inaccuracy damages brands. "One of the pain points our clients have experienced with previous 3PLs is inventory accuracy; maybe their previous 3PL was not great at picking the orders accurately. So they were losing money by shipping wrong items or wrong quantities of items." The same problem applies to receiving mistakes. Incorrect receiving creates incorrect data for the rest of the workflow.

Why omnichannel returns complicate receiving

A return from Shopify may arrive with one type of label. Amazon returns may follow strict routing rules. Wholesale returns may come as bulk shipments with unclear unit counts. If everything is treated the same during receiving, warehouse operators must solve mysteries instead of following steps.

Jen Myers, Chief Marketing Officer at G10, sees how brands struggle as channels expand. "We have some customers that come in and build a successful business. They go B2B primarily, and then they know they have to be successful in the D2C space or e-commerce. And they know Amazon is the big gorilla in that space, but maybe they do not know how to navigate it." She added, "It is still e-commerce, right? And so it is still the same beast in a different skin."

Returns receiving must recognize those skins or the rest of the flow becomes harder than it needs to be.

The WMS foundation that makes receiving reliable

A warehouse management system is not optional during returns receiving. It is the backbone of the entire workflow. Without scanning and status updates, data becomes unreliable. Without reliable data, refunds get delayed, inspections get backed up, and customers contact support repeatedly.

Bryan Wright, CTO and COO at G10, explained what strong WMS visibility looks like. "A good WMS tracks inventory through the warehouse at every point that you touch it," he said. "At any point in time, I know that Bobby has this product on fork 10 right now."

That level of tracking during receiving ensures the correct product enters the correct workflow, with no manual guesswork.

Visibility reduces support tickets and refund delays

Customers do not panic because a return takes time. They panic because they cannot see progress. Returns receiving is where that visibility begins. Clear receiving scans allow customer service teams to give accurate updates, reassure customers, and prevent unnecessary tickets.

Maureen Milligan, Director of Operations and Projects at G10, captured what brands want most. They want "100 percent visibility" and want to "watch that progression throughout the stages of the fulfillment process." Receiving is the first stage that must support that expectation.

Why human support remains essential in receiving workflows

Even the best workflow cannot eliminate every exception. Some returns arrive unboxed. Some arrive without labels. Some arrive mixed with unrelated merchandise. These cases require judgment from someone who understands the brand and its products.

Joel Malmquist, VP of Customer Experience at G10, highlighted the issue with offshore or disconnected support teams. "It is an offshore team," he said, and the usual update merchants hear is, "'We are looking into this.'" He contrasted that with G10's approach: "Every single account at G10 has a direct point of contact. You can either email or call your direct point of contact. It is that simple."

That direct access ensures exceptions in receiving get resolved quickly instead of becoming operational bottlenecks.

Why stable warehouse teams improve receiving accuracy

Receiving is a detail heavy step. Operators must identify products quickly, scan them correctly, and route them accurately. High turnover leads to inconsistent receiving and data drift.

Matt Bradbury, Director of Sales at G10, explained why G10 performs better than typical 3PLs. "We have a very low churn rate," he said. "As far as industry standard goes, we have to be well below the norm. We churn fewer customers, and we churn fewer employees."

Stable teams follow receiving workflows consistently, which keeps the entire returns process predictable.

Turning returns receiving into an operational strength

Returns receiving is the foundation of a strong reverse logistics system. When receiving is structured, accurate, and supported by technology and experienced people, the rest of the workflow becomes smooth instead of stressful. Refunds move faster. Inventory stays accurate. Customers stay informed. Operations gain clarity.

G10 Fulfillment treats returns receiving as a strategic step, not a background chore. With strong WMS visibility, channel aware processes, stable teams, and real human support, G10 helps brands turn receiving from a bottleneck into a competitive advantage.

If returns receiving today feels messy, unpredictable, or slow, improving this first step may unlock the stability your entire returns process has been missing.