Swift Rivers' application is integrated into the merchant's Web site, so a customer returning an item initiates the process there. The rules engine should generate instructions, depending on the reason for the return. For example, if a merchant sends the wrong size or color, the new product should be returned to the merchant. A damaged item might be refurbished, while an item with a defect could be sent directly to the manufacturer, thus eliminating one shipment segment cost, Butler said. And processing returns online becomes even more complex if an online merchant also operates retail stores.
Customers return items by filling out a paper form and returning the form with the item.
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