Titan Brands cuts backorders 70%
Customer Care & Returns Management
Great brand moments don’t stop at “Place Order”, they end with “that was easy.” Infios Customer Care & Returns module gives retailers, 3PLs and B2B brands a single view of every order, resolving "where's my order?” fast and turn returns into loyalty-building exchanges.
Turn support and returns into profit-saving opportunities
Customer care teams are often stuck navigating fragmented systems, while rising return volumes and fraud eat into margins. Our Customer Care & Returns Management solution brings speed, clarity and control to every post-purchase interaction, helping you protect revenue and boost customer satisfaction.
- Unify order visibility: Eliminate system-hopping with real-time access to order, shipment and payment data so agents resolve issues faster and improve NPS.
- Control return costs: U.S. retailers are bracing for $850B in returns in 2025, cut processing waste and protect profits.
- Automate workflows: Replace spreadsheets and manual touchpoints with streamlined processes that speed up refunds and reduce errors.
- Fight return fraud: With over 14% of returns flagged as fraudulent, gain the tools to balance security and customer trust.
- Recover resellable inventory: Use real-time availability to restock returned items quickly instead of writing off value.
Make every return and service interaction an opportunity to build trust and protect the bottom line.
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76 %RETURN TO BRANDS THEY TRUST76% of consumers return to businesses that focus on brand loyalty & offer seamless returns.
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70 %MORE LIKELY TO RECOMMEND70% of consumers are more likely to recommend a company that responds quickly to their inquiries on orders, payments and other complex issues.
Key capabilities
Unified order + return cockpit
- Real-time status, shipping events and payment history in a single user interface (UI)
- Omni-channel order search across EDI, Shopify, marketplaces and phone
AI-driven return intelligence
- Predictive refund, repair or resale decisions to accelerate sellable inventory
- Fraud scoring and automated return merchandise authorization (RMA) approvals
Self-service & agent tools
- Branded portal for returns and exchanges
- Guided agent scripts with a dynamic knowledge base
Reverse-logistics optimization
- Smart label generation, carrier rules and routing to store, distribution center (DC) or 3PL
- Instant ATP updates to resell returned, sellable inventory
What are the benefits?
Modern shoppers value speed and transparency above all else, especially when things go wrong. Infios brings every post-purchase touchpoint into a single, intelligent workspace, so you resolve issues faster, recover more revenue and keep customers coming back.
- Instant answers: A 360° view of order and inventory cuts average handle time up to 40%* and boosts first-contact resolution
- Returns cost control: Intelligent routing directs each return to the fastest, lowest-cost node—reducing reverse-logistics spend up to 25%*
- Revenue recovery: Real-time exchanges keep sales in-cart and reduce refund leakage
- Loyalty lift: 70% of consumers are more likely to recommend a company that responds quickly to inquiries, emphasizing the value of responsive customer care**
*Typical results for Infios customers; ask us for the full ROI model.
**Mckinsey
Success stories
US apparel firm cuts inventory latency 96%
FAQs
An OMS improves customer experience by showing accurate inventory and delivery promises, routing orders to the best fulfilment location, and providing clear tracking and updates. It also detects issues early (like allocation problems or delays) so teams can fix them before customers feel the impact. This reduces backorders, improves on-time delivery, and increases trust, especially for omnichannel, subscription, and high-volume operations.
Infios OMS manages the full returns lifecycle, not just the inbound movement of stock. When a return is initiated, the OMS applies configurable rules to determine the right outcome, whether that's a refund, exchange, credit, or re-fulfilment, based on factors like return reason, product condition, customer segment, and channel. Returned inventory is assessed and routed appropriately, whether back to sellable stock, to quarantine, or to disposal, keeping inventory positions accurate throughout. For refusals and failed deliveries, the OMS can trigger automated workflows to rebook, redirect, or escalate based on predefined logic, reducing manual intervention and protecting service levels.
Most customers go live within 8–16 weeks thanks to pre-built adapters and accelerators.
Yes. Our modules integrate with any ERP, WMS or legacy OMS via our native Integration Platform-as-a-Service (iPaaS) through various avenues like EDI, API, SFTP.
It analyzes SKU attributes, location costs, resale probability and fraud signals to automatically select the fastest, most cost-effective disposition.
Infios Order Management is SOC 2 Type II certified and fully compliant with GDPR and CCPA requirements.
Explore what makes us different
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Order Management and Commerce Engagement
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Modular Solutions in Order Management
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Order Promising and Optimization
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Intelligent Inventory
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Order Orchestration and Management
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Store and Micro-fulfillment
