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Returns management for online stores

Unclaimed cash on delivery parcels and customer returns come back to our warehouse. We open every parcel on video, scan every product and show you in your client panel what came back, why and in what condition.

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Every parcel opened on videoProcessed in 1-4 working daysYou decide the refund in the panel

How we process a return

Two kinds of parcels come back to us: cash on delivery parcels the customer never collected, and returns or complaints the customer sends to our warehouse. Both go through the same steps, in 1-4 working days, usually within 2.

Warehouse worker scanning products in a BigArena fulfillment centre

  1. The parcel arrives at the warehouse

    An unclaimed parcel comes back from the courier, or the customer sends the goods to our warehouse address.

  2. We find the original order

    The system knows the original order: your store and the products that should be in the parcel.

  3. We open the parcel on camera

    The whole process is recorded on video, from opening the parcel to the last scanned product.

  4. We scan every product

    Each item is scanned one by one and marked as OK or defective. Anything that is not scanned, the system records as missing.

  5. We enter the customer's note

    If the parcel contains a note or a complaint form, we enter its details into the panel: IBAN, account holder and the reason for the return, for example a size that doesn't fit.

  6. You see the return in your panel

    In the "Orders Returned" section of your client panel you see the reason, what came back and the condition of each product.

  7. You decide on the refund

    You refund the customer, in full or in part. Card payments are refunded through your store's own payment provider. Cash on delivery orders are refunded by bank transfer to the customer's IBAN: you make the transfer yourself, or you choose to let BigArena pay it for you.

What happens to each product

After scanning, every product from the parcel has exactly one status. You see it in your panel next to the order.

  • OK: back to stock

    The product is in good condition and goes back into your sellable stock, ready for the next order.

  • Defective: defects zone

    The product is damaged or can't be sold. It goes to a separate defects zone and never mixes with your sellable stock.

  • Missing: recorded automatically

    A product that should have been in the parcel but was not scanned is recorded by the system as missing.

  • What happens to defective products

    You can collect them from the warehouse, or we ship them to your address or wherever you tell us.

Returns in your client panel

Every return appears in the "Orders Returned" section of your BigArena panel: the type of return, the products and their condition, the customer's comment and IBAN, and the refund status.

BigArena client panel, Orders Returned section: list of returns with type, store, IBAN and refund status

Swipe sideways to see the whole table.

The returns list with type, store, IBAN and refund status.
Return details in the client panel: customer, comment and bank details
Return details: the customer's comment and IBAN.
Returned products marked as OK and defective, refund amounts and payment options
Products with their condition, refund amounts and the payment option.

How the customer gets their money back

  • Card payments

    The refund goes through your store's own payment provider, as usual. We are not involved in it.

  • Cash on delivery: you pay

    Set the amount for each product, in full or in part, and transfer it to the IBAN we entered from the customer's note.

  • Cash on delivery: BigArena pays

    Click "Let BigArena Pay" and enter the amount. We take it on as a task and transfer the money to the customer's IBAN.

Screenshots with demo data.

Video proof for every return

If a customer says something was missing or damaged, the opening of the parcel is on video, up to the last scanned product. Ask our team and we will send you the video.

  • 96%

    Orders recorded on video

    96% of orders are recorded on video during packing, so you can compare what left the warehouse with what came back. How video verification works.

  • 1-4

    Working days per return

    Every return is processed in 1-4 working days, usually within 2.

  • 1-2 h

    Reply time

    Our team answers your questions within 1-2 hours.

Questions about returns

What happens to unclaimed cash on delivery parcels?
They come back to our warehouse and we process them in 1-4 working days, usually within 2. The system finds the original order and the products that should be in the parcel, and we check the contents product by product, on video.
How do you match a customer return to the right order?
The system knows the original order, so every returned product is checked against what was shipped.
What if a product is missing from the returned parcel?
Every product is scanned one by one. A product that is not scanned is recorded by the system as missing, and the whole opening of the parcel is on video.
How long does it take to process a return?
1-4 working days, usually within 2.
Who refunds the customer?
You do, and you decide in the panel, in full or in part. Card payments are refunded through your store's own payment provider. Cash on delivery orders are refunded by bank transfer to the IBAN we entered from the customer's note: you make the transfer yourself, or you click "Let BigArena Pay", enter the amount and we transfer it. Refunds are not made automatically via API.
What do you do with defective products?
They go to a separate defects zone. You can collect them, or we ship them to your address or wherever you tell us.
Can I get the video of a return?
Yes. The whole process is on video, from opening the parcel to the last scanned product. Ask our team and we will send you the video, for example when a customer complains.

Leave your returns to us

Tell us what you sell, where your customers are and how many orders you ship a month. We will send you a fulfillment quote.

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