As part of onboarding, each merchant selects a return policy that aligns with their brand’s approach to post-purchase experience and product handling. Manifest supports three return processing options, each with distinct warehouse workflows and customer-facing implications.
Please note: Your selected return policy determines the warehouse SOP, labor requirements, and handling expectations. Changes to your return option or SOP after onboarding may result in pricing updates to reflect the operational impact.
Option 1: No Returns (RTS Only)
- Returns are not offered on your website. Customers cannot initiate returns via a return portal or support.
- Only Return to Sender (RTS) shipments (e.g., failed deliveries, refused packages) are accepted by our team.
- RTS units are received and processed directly back into inventory with no quality control (QC) performed.
- No customer-initiated returns are allowed.
Best for: Final sale products, regulated goods, or brands with a strict no-return policy.
Option 2: Open Package / Removed Tag Returns
- Returns are accepted on your website and processed by our warehouse team.
- Each returned unit goes through a binary QC check:
- If the polybag is opened or the tag is removed, the item is moved to the damaged section and not restocked. Damaged units are dispositioned based on your selection during onboarding. See Disposition Options.
- If the item is unopened and has the tag attached, it is restocked into inventory, potentially with fresh packaging.
Best for: Apparel or accessories brands that allow returns but want to preserve product integrity.
Option 3: QC and Refurb Returns
- Returns are accepted on your website and routed through a detailed inspection and refurbishment process to recover resale value.
- An RMA platform with integration to Two Boxes is required for this option. This enables clear SOP configuration, QC workflows, and visibility into product-level return outcomes.
- Returned items are evaluated for condition and may be:
- Repackaged- Items are repackaged using standard polybags and barcodes if branded packaging is not required. If branded materials (e.g., tissue, boxes, tags) are used, that packaging must be provided to Manifest in advance and will be stored and managed like standard inventory. As repackaging occurs, packaging inventory will be decremented accordingly.
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Refurbished- Light cleaning or minor rework may be performed to prepare the item for resale.
All refurbishment workflows must be clearly documented and pre-approved during onboarding. - Re-kitted (if applicable)- Items that are part of sets or kits may be reassembled according to your defined kitting SOPs.
- Based on the results:
- Approved items are returned to inventory
- Rejected items are dispositioned according to your selected damaged item policy (dispose, donate, return to merchant, or return to a reverse logistics partner). This selection is confirmed during onboarding. See Disposition Options.
Best for: Higher-value or customizable products where return recovery is important.