Every surface your post-sale team touches — in one system.
RMA workflows, warranty diagnostics, customer portal, dangerous goods compliance, analytics, and multi-store operations. One platform, one source of truth.
Every RMA tracked. Every decision logged.
12 workflow types covering standard returns, warranty claims, counter swaps, third-party repairs, and more — all with configurable statuses and a complete audit trail.
- Auto-approval rules based on return reason, order value, and customer history
- Integrated shipping label generation with AusPost, StarTrack, TNT, and TGE
- Condition-based inspection with configurable restocking fees
- Multiple resolution options: refund, exchange, store credit, or replacement
- Bulk actions for processing multiple returns at once
- SLA tracking with breach notifications and queue views
Customers self-serve. Your team handles exceptions.
A branded portal that captures structured evidence, verifies identity, and validates addresses — before your team ever touches the RMA.
- Fully customisable branding — logo, colours, fonts, and all customer-facing text
- Email verification with 6-digit code
- Photo and video evidence capture (JPEG, PNG, MP4, up to 50MB)
- Real-time return status tracking
- Address validation via Australia Post API
- Mobile-responsive design
Diagnose, quote, and complete repairs — without admin overhead.
Fault codes tied to suppliers. Serial numbers verified against customer claims. Repair quotes paid via Shopify checkout. Labour and parts tracked per RMA.
- Serial number capture and verification at portal and receiving
- Three-level fault code classification (Family › Category › Subcategory)
- Repair quote workflow with customer approval via Shopify checkout
- Technician assignment and labour time tracking
- Configurable warranty policies by product, SKU, tag, or collection
- Counter swap for instant in-store replacements
See which products and suppliers are costing you money.
Return rates by SKU with failure thresholds. Carrier cost breakdowns. Fault severity trends. The data you need for supplier conversations and margin decisions.
- Return rates by SKU with failure analysis thresholds
- Carrier cost breakdown and shipping recovery insights
- Fault diagnostics reporting by category and severity
- SLA performance tracking across teams
- Inventory disposition analytics (restock vs write-off value)
- Export to CSV and Excel
Receive returns at the dock — without leaving the warehouse floor.
Barcode scanning, location-aware check-in, and automatic detection of inter-store transfers. Returns are marked received the moment they arrive — no spreadsheet handoff, no missed parcels.
- Barcode scanner support for courier tracking and RMA numbers
- Location selector — receive at any warehouse or retail store
- Inter-store transfers automatically detected and received
- Inbound delivered-but-not-checked-in queue with parcel age
- RMA number tolerance (e.g. 1019A, RMA1019A, #RMA1019A)
- Mobile-friendly for tablet check-in stations
Track product failure rates back to the supplier.
Capture fault codes at receiving, roll them up into per-SKU failure rates with traffic-light thresholds, and push the data into supplier conversations. Designed for warranty-heavy and regulated SKUs.
- Three-level fault taxonomy: family → category → specific code
- Traffic-light thresholds — green (<2%), amber (2–5%), red (>5%)
- Per-SKU failure rate with month-over-month comparison
- Suggested-solution workflow tied to a specific supplier action
- Mark-with-supplier credit reconciliation for warranty-likely faults
- Severity flags (Critical / High / Medium) and "Warranty Likely" tagging
Run multi-store returns from a single dashboard.
Hub-and-spoke transfers, location-based access control, warehouse views, and centralised reporting across every Shopify store.
- Hub-and-spoke model with master warehouse and retail stores
- Inter-store transfers with 8 transfer reasons
- Role-based access control per location
- Centralised reporting across all stores
- Location-specific return routing and processing
- Customer pickup from any retail location
12 specialised workflows for every scenario.
Distinct workflow types covering every post-sale scenario your team encounters.
Standard Return
Customer portal submission, approval, label generation, receiving, inspection, and refund/exchange/credit resolution.
Damaged / Wrong Item
Two-step decision tree: customer keeps or returns the item, then full refund, partial refund, or replacement. No restocking fees.
Warranty Claim
Full warranty lifecycle with diagnostics, fault codes, serial verification, and repair/replace/refund resolution.
Counter Swap
Instant in-store replacement. Gift card credit issued, replacement order created, faulty item enters offline repair pipeline.
Third-Party Repair
Accept repairs for items purchased from other retailers. With or without receipt, paid quotes, TPR-prefixed RMAs.
Offline Repair
Internal diagnostics and repair pipeline. Technician assignment, fault codes, disposition (restock, write-off, return to supplier).
Remote Resolve
Resolve without a return shipment. Phone fix or send replacement parts with auto-generated outbound label.
Replace in Transit
Send replacement while return is still shipping. Original item handled on arrival.
Multi-Store Transfer
Transfer between locations for specialist repair, DG handling, supplier returns. 8 transfer reasons.
Customer Pickup
Customer collects from store. Transfer from master hub to retail if needed. Pickup notifications and confirmation.
Dispute Management
Flag disputes on any RMA. SLA paused, closure blocked until manager resolves with documented notes.
Repair Quotes
Paid repair quotes via Shopify checkout. Quote sent, paid, or declined statuses. Auto-expiry with reminders.
Integrations built for Australian operations.
Shopify, TradeMate B2B, Gorgias, Zendesk, Australia Post, StarTrack, TNT, Team Global Express — plus a REST API and signed webhooks.
Frequently asked questions.
How many workflow types does ReturnMate support?
ReturnMate supports 12 distinct workflow types: standard returns, damaged/wrong item, warranty claims, counter swap (in-store), offline repair, third-party repair, remote resolve, replace in transit, multi-store transfer, customer pickup, dispute management, and repair quotes.
Can ReturnMate handle dangerous goods returns?
Yes. ReturnMate provides full ADG 7.1 compliance for Australian dangerous goods shipping. Products are auto-classified by SKU, transport documents are generated automatically, non-compliant carriers are blocked, and DG surcharges are applied transparently.
Does ReturnMate track supplier faults?
Yes. ReturnMate uses a three-level fault code classification system (Product Family, Category, Subcategory) to track defects back to specific products and suppliers. This data can be exported for supplier warranty claims, credits, and quality conversations.
What carriers does ReturnMate integrate with?
ReturnMate integrates with Australia Post, StarTrack, TNT (FedEx), and Team Global Express (TGE). It generates return labels, schedules pickups, tracks parcels, and automatically routes dangerous goods to compliant carriers.
Can I use ReturnMate with multiple store locations?
Yes. ReturnMate supports multi-location operations with a hub-and-spoke model, inter-store transfers with 8 transfer reasons, role-based access control per location, and centralised reporting across all stores.
Does ReturnMate support serial number tracking?
Yes. Serial numbers can be captured at customer portal submission and warehouse receiving. The system auto-compares serials for mismatches and can enforce unique serial numbers across active RMAs to prevent fraud.
Get operational control — before it costs you more.
14-day free trial. No credit card required. Billed through Shopify.