Return Routing Rules


1. Description

Provision to route returns based on the routing rules.


2. Business Requirement / Scope


In case of Omni Channel Retailing, many brands require the ability to route returns using OMS

Routing Rules similar to forward orders. Brands may ship from one location but prefer returns to be

routed either to a specific location or the nearest location to the customer’s pickup address.


3. Functional Component

  • A new option Return Routing Rules will be added under OMS Rules, applicable only for return orders. The preference execution will follow the same sequence as Order Routing Rules.
  • The purpose of this function is strictly to automate the return routing process.
  • The rule will be applicable for return creation through Web, Import, and API.
  • Parameters – All / Any Conditions:
  • - All UDFs of Return
  • - Channel
  • - Forward Location
  • - Customer Type
  • - State / City / Country / Pincode
  • - Return Amount
  • - SKU Group / SKU Category
  • - Return Qty
  • Reverse AWB assignment to the transporter must occur only after the return drop location is finalized. Failure to do so may result in incorrect pickup locations being communicated to reverse logistics.


Actions Supported:

Nearest Location: Determines the closest location based on the customer’s return address. No

inventory check is required as this is a reverse journey.


Specific Active Location: Allows routing returns to a configured list of active locations (Store /

Warehouse / Franchise). The return will be routed according to rule configuration.