Returns and exchanges without losing the stock or the cash.
What triggers a return, how quickly it comes back, what inspection decides, when goods are restocked or quarantined, how an exchange is run as two movements, and how refunds work when the order was paid at the door.
The short version
A return is only a loss when the stock disappears into a pile and the cash cannot be traced. Handled properly it is a short, recorded loop: the parcel comes back on the next inbound leg, it is inspected on intake, it is restocked or quarantined on a stated rule, and the money position is settled against the original order. Your policy sets the windows; the operation executes them.
From return triggered to stock and cash settled
Six stages, all recorded against the original order reference.
- 1
Return triggered
A refusal at the door, an uncollected parcel, an exhausted attempt allowance or a post-delivery request under your own policy.
- 2
Inbound leg
The parcel travels back to the warehouse on the next scheduled inbound run for that route.
- 3
Inspection
Contents are checked against the original order line and the condition is recorded before anything is put away.
- 4
Disposition
Sellable stock is restocked, damaged or opened goods are quarantined for your decision, and the outcome is logged against the order.
- 5
Money settled
For COD orders nothing was collected, so nothing is refunded. Where cash was collected, the amount is adjusted on your settlement.
- 6
Recorded
Reason, condition and disposition stay attached to the order reference so return rates can be read by product and by route.
What triggers a return, and how fast it moves
Return speed follows the inbound schedule for the route, so a dense city route recovers stock faster than a scheduled upcountry run.
| Trigger | Timeline |
|---|---|
| Refusal at the door | The parcel enters the return leg immediately. No cash is collected, and it is back at the warehouse on the next inbound run for that route. |
| Uncollected at a collection point | Held for the point's agreed window with a reminder before it closes, then pulled back on the next inbound leg. |
| Attempts exhausted | Once the attempt allowance for that route is used, the parcel returns rather than sitting in custody indefinitely. |
| Post-delivery return | Governed by your own published returns window, not by MFT. MFT receives and inspects what your policy sends back. |
| Inspection turnaround | Returned parcels are inspected on intake, not left on a returns pile. Disposition is recorded before the stock moves. |
What inspection decides
One rule, applied on intake, before the stock moves anywhere.
- Restocked as sellable
- Unopened, undamaged and complete against the original order line. It goes back into your available quantity.
- Quarantined
- Opened, damaged, incomplete or missing packaging. Held aside and reported to you rather than silently returned to stock.
- Held for your instruction
- Anything that cannot be cleanly graded — you decide whether it is discounted, repackaged, disposed of or returned to you.
- Chargeable either way
- Delivery, returns intake and inspection are activity that happened. They apply whether or not the order ever produced revenue.
How exchanges are run
- An exchange is treated as a return plus a new order, not as a single movement — that keeps stock counts and cash both correct.
- The replacement is released from your stock once the original is on its inbound leg or its return has been agreed.
- Where the original was cash on delivery and the replacement costs more, the difference is collected on the new delivery.
- Where it costs less, the difference is settled against your payout rather than handed back at the door.
- Both legs carry delivery cost, which is why exchange rates by product are worth watching.
How to bring the rate down
- Confirm before dispatch — most returns start as an order the buyer never fully agreed to.
- Show accurate sizes, colours and specifications; a mismatch at the door is a return you paid to create.
- State the COD amount in the confirmation so the buyer has the cash ready.
- Read return reasons by product, not in aggregate — a single SKU usually drives the number.
- Watch return rates by route as well; a route with weak addressing produces returns unrelated to the product.
Returns and exchanges: common questions
Windows, restocking, exchanges and COD refunds.
Get returns handled as a recorded loop, not a pile in a corner.
Tell us your product type, your markets and your monthly volume, and we come back with a returns plan alongside the quote.