Your returns shelf is the cheapest supplier you have
Sellable returns often sit forgotten while the next order goes to a supplier. How to inspect returns quickly and sell them first, with the cash math.
Many retailers who fulfill through suppliers have the same corner in the back office: a pile of returned products, each still perfectly sellable, waiting for someone to deal with them.
Meanwhile, the next order for that same product goes out to a supplier, and you pay for another unit.
The cash math
Say you sell a product for $129. Your supplier charges $82 plus $9 shipping. A customer has returned one in good condition, it is sitting on your shelf, and it would cost you $7 to ship it yourself. These numbers are illustrative.
Your shelf wins by $84, because the returned unit is already paid for.
| Next order fulfilled from | Money in | Money out | Cash from this order |
|---|---|---|---|
| Supplier | $129 | $91 | $38 |
| Your returns shelf | $129 | $7 | $122 |
Choosing your own shelf puts $84 more in the bank on this order, and that is exactly the money you already had tied up in the returned unit, plus a small shipping saving.
Send the order to the supplier instead and you make $38 in cash, while the $82 you spent on the returned unit stays on the shelf.
Why returns get stuck
The problem is rarely a lack of intent. It tends to be a handful of small gaps:
- Nobody owns the job of inspecting returns, so they wait.
- The return is refunded in Shopify, but the unit never gets back into sellable stock.
- Order routing only knows about suppliers, so your own shelf is never considered.
- Your store has no way of showing how much cash is sitting in the pile.
A simple returns process
- Day 0Return arrives
- Within 48 hoursInspected and sorted
- Same dayBack in sellable stock
- Next orderSold before supplier stock
Every day a return waits is another chance that the same product goes out to a supplier instead. Give the job to one named person.
Resell as new, resell with a disclosed condition, or not sellable. Do not create more categories than your team will consistently use.
A return that goes out as new and arrives with signs of use will come back again, and bring a complaint with it. If it is not as new, list it separately and say so.
Make them available the same day they pass inspection. A checked unit that is not in stock is still invisible to your orders.
Each month, return unsellable units for credit where your terms allow, then liquidate, donate or recycle what is left.
Watch for the pattern behind the returns
Once the returns are moving, look at why they arrived. A cluster of returns from one supplier can point to a quality or packing issue. A cluster on one product often means the listing has set the wrong expectation, such as the size or the color. Each of those is cheaper to fix at the source than to process again and again.
How StackKnack helps
StackKnack Relay puts your own stock in the routing decision alongside your suppliers'.
- A sellable return comes back into available stock on your own shelf.
- Relay offers your own unit first, before any supplier's stock.
- If your shelf cannot fulfill the order, Relay moves on to an eligible supplier.
- Relay works with Shopify on its own, so you do not need Console or Pulse to run this.
The inspection remains your team's job, because somebody has to look at the item. Relay makes sure that once a unit is ready, the next order for it can find it.
Not sure how much is sitting on your shelf? Talk to us about how your Shopify orders and returns move today.