A return isn’t finished when it reaches your order system. It’s finished when the customer knows what happened. In between sit your OMS, your warehouse, a carrier — and a queue of people asking for an update. Here’s how Returnberry closes that gap.
The request arrives by email, ticket or form. Returnberry reads it and builds a return order — an RMA — ready for your system.
Automatic
It’s checked against every earlier request, linked to its follow-ups and routed to the right return location.
Automatic
The customer fills the gaps from a one-time link, or your team does it by hand.
Customer or your team
By connector, API, or your system’s import file — mapped to your fields and recorded as a batch.
Automatic
The RMA is approved, a label issued, the item received. Returnberry never touches their internals.
Your OMS · WMS · carrier
By webhook or API sync — or as a file, through preview → confirm → commit → revert. Matched on the references Returnberry sent, not on your systems’ internal IDs.
Returnberry
The update lands on the original ticket and the ticket resolves — once every return on it has an outcome, and exactly once, ever.
Returnberry
Columns are mapped from the file’s own headers, and the operator can override them. Every ambiguity refuses instead of picking. A value that fails validation is reported, not stored. Being wrong about the file is visible, not damaging.
A completed return can’t be pushed backwards by hand. Without a reverse, a single bad mapping would strand real returns as “complete” carrying the wrong numbers. Revert clears only what that import wrote.
The ticket update is built from what’s recorded on the order — there’s no way to hand it a value. Posting runs as its own sweep, so an import that stops halfway can never leave a completed return with a customer who was never told.
A private note is invisible to the customer and emails nobody — the safe first run. A public reply is the mode that actually removes the “any update?” tickets. Resolving the ticket afterwards is a third, separate switch.
Before anything is posted, the live thread is checked: if someone on your team already answered by hand, nothing is sent.
Return approved. Tracking TRK-88213047 for RMA-4471902, synced from your order system.
Your return has been processed. The tracking number is TRK-88213047. If anything looks off, just reply to this message and we’ll sort it out.
We’ll run a week of your requests through a sandbox workspace and show you every verdict — before anything touches your systems.