Warehouse Returns Workflow: The System That Keeps Reverse Logistics From Falling Apart

When returns start overwhelming the warehouse floor

Every ecommerce brand eventually reaches the moment when returns outgrow whatever ad hoc system they started with. What used to be a few boxes on a shelf becomes a daily flood. Items pile up waiting for inspection. Refunds stall because no one is sure which return belongs to which order. Inventory accuracy drifts out of alignment. At that point, the problem is not returns themselves. The problem is the warehouse returns workflow, or lack of one.

A strong warehouse returns workflow turns reverse logistics from a scramble into a clean, predictable sequence. It defines what happens when a return arrives, who touches it, what decisions get made, and how those decisions translate into accurate inventory and fast refunds. Without that workflow, returns become a black hole where margin, time, and customer satisfaction disappear.

Why warehouse returns workflows fail without structure

Most early stage brands rely on human judgment and improvised steps. That works when returns volume is small. As volume grows, subjectivity becomes a liability. Items get mixed, mislabeled, or misplaced.

Connor Perkins, Director of Fulfillment at G10, sees this every day. "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."

A real warehouse returns workflow reduces that subjectivity through defined steps, clear criteria, and consistent scanning so operators know exactly what to do with each item.

Where poor workflows sabotage inventory accuracy

Without structured workflows, returned items bounce around the warehouse without being scanned, counted, or categorized correctly. A single missed scan or misplaced item can distort inventory counts for days.

Connor hears familiar stories from brands coming from weaker providers. "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." Poor warehouse returns workflows cause the same issues on the inbound side.

The workflow is the guardrail that keeps inventory honest, especially when returns start to pile up.

How omnichannel complexity disrupts warehouse returns workflows

A return coming from Shopify is not the same as a return coming from Amazon, retail, or wholesale. Each channel requires different routing, labeling, and expectations. Treating every return the same leads to mistakes and rework.

Jen Myers, Chief Marketing Officer at G10, sees how brands struggle as they expand across channels. "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."

A warehouse returns workflow must account for these different skins so teams do not have to guess which process applies to which return.

The warehouse management system that makes workflows work

A warehouse returns workflow is only as strong as the system that supports it. Without a WMS, returned units cannot be tracked reliably. Without tracking, no workflow is truly repeatable.

Bryan Wright, CTO and COO at G10, describes the standard clearly. "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."

When every returned item is scanned and tracked through the WMS, the workflow becomes measurable. Managers can see bottlenecks, operators can follow clear steps, and customers receive faster refunds.

Visibility keeps warehouse returns workflows moving

Even the best workflow breaks down when no one can see what is happening. Visibility is what keeps teams aligned and customers informed.

Maureen Milligan, Director of Operations and Projects at G10, explained what brands want most after leaving weaker providers. They want "100 percent visibility" and want to "watch that progression throughout the stages of the fulfillment process."

When warehouse returns workflows are integrated with real visibility, operations teams catch issues early, customer service answers questions accurately, and returns stop being a guessing game.

Why human support still matters in warehouse returns workflows

Automation and workflows solve most problems but not all of them. Exceptions happen. Damaged items arrive without labels. Customers return items incorrectly. Marketplace returns require special routing. These cases need real human judgment.

Joel Malmquist, VP of Customer Experience at G10, highlighted the difference between effective support and the generic offshore model many brands experience. "It is an offshore team," he said, and the usual response merchants hear is, "'We are looking into this.'" At G10 he explained, "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."

A warehouse returns workflow needs that human layer to handle exceptions and keep the rest of the system moving.

Why stable warehouse teams strengthen returns workflows

Consistency is the heart of a warehouse returns workflow. The workflow only works if the same steps are followed by a team that understands the products, the customers, and the operational expectations.

Matt Bradbury, Director of Sales at G10, explained why G10 performs better than industry norms. "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 execute workflows consistently, which keeps returns predictable and inventory accurate.

Turning warehouse returns workflows into a competitive strength

A warehouse returns workflow is not just an operational tool. It is a profitability engine. When workflows are optimized, refunds move quickly, inventory stays accurate, and customer satisfaction rises. When workflows are sloppy, the entire business feels the drag.

G10 Fulfillment has built its warehouse returns workflows around structure, visibility, WMS integration, omnichannel logic, and real human support. It is how they help brands turn reverse logistics from a burden into a reliable, predictable engine for growth.

If your warehouse returns workflow feels slow, inconsistent, or unclear, it may be time to rebuild the process so your returns stop overwhelming the floor and start supporting your next stage of growth.