Return Merchandise Processing Agent
Automates intake, grading, and disposition of returned merchandise at reverse-logistics hubs, routing each unit to restock, refurbish, liquidate, or scrap in real time.
Returns hubs receive a chaotic mix of SKUs, conditions, and paperwork that make manual triage slow and inconsistent across shifts and sites
Grading decisions vary by inspector, leading to sellable inventory being scrapped and defective inventory being restocked, both of which erode margin
Disposition rules change frequently by category, season, and vendor agreement, but paper-based or spreadsheet workflows rarely keep pace
Backlogs at the inbound dock delay refund and restock cycles, hurting working capital and customer satisfaction
The agent ingests RMA records, inbound scan data, and condition-grading inputs (photos, inspector notes, or automated vision checks) as units arrive at the returns dock. It applies configurable disposition rules by SKU, condition grade, and vendor agreement to classify each unit for restock, refurbishment, liquidation, or scrap, then generates the routing label and putaway or outbound instruction. Discrepancies between RMA authorization and received quantity or condition trigger an exception queue for human review. The agent continuously updates disposition analytics so category and quality teams can see defect and return-reason trends.
Intake and Match
- Scan inbound units against RMA and original order records
- Flag unmatched or unauthorized returns
- Capture condition notes and photos at receipt
- Timestamp arrival for SLA tracking
Grade and Classify
- Apply condition-grading rules by category
- Cross-check grading against vendor and warranty terms
- Score defect severity from notes or vision inputs
- Assign a disposition code per unit
Route and Instruct
- Generate putaway instructions for restockable units
- Route refurbishable units to repair queues
- Batch liquidation and scrap units for outbound processing
- Update inventory systems with new location and status
Reconcile and Report
- Reconcile received quantities against RMA counts
- Escalate shrinkage or mismatch exceptions
- Publish defect-reason trends to quality and merchandising
- Track disposition cycle time by category