Solutions / Returns and complaints

Returns under control – from notification to the goods back in stock

The RMA module in Centoro OMS manages returns and complaints from marketplaces and shops within a single process. No emails, spreadsheets or manual stock adjustments.

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Returns processing
  • 8% average return rate in e-commerce
  • 46% of buyers returned the product online
  • 1 dashboard for returns from all channels
  • 0 manual stock adjustments following the receipt of a return

Source: the report ‘E-commerce in Poland 2026’, Gemius, IAB Polska and PBI.

RMA module

A well-handled return means time saved for the team

To returns get lost in your inbox, deadlines slip by, and the warehouse isn’t aware that the goods have already been returned? With Centoro OMS, every return is part of the same process as the order. The team can see the reason, the product’s condition, any notes and the history – without having to search through their emails.

RMA module

Features

Efficient returns processing in Centoro OMS

  • Marketplace returns in one place

    The system retrieves returns reported on e-commerce platforms and links them to the relevant order.

  • Custom statuses and reasons for return

    You break the process down into stages and name the reasons in the way your team uses them.

  • Condition of the product on receipt

    You record whether the goods are in good condition, damaged or to be disposed of.

  • Return labels for customers

    You can generate a return label without leaving the dashboard.

  • Corrective documents

    The correction is made from the return, without re-entering the data.

  • Internal notes

    Every employee can see what has already been agreed with the client.

The process

How does the returns process work in Centoro OMS?

  1. A customer requests a refund

    On the marketplace or in the shop. The return request is sent to Centoro OMS and linked to the order. You can also create a return manually.

  2. You are generating a return label

    And you pass it on to the customer.

  3. The team is considering the matter

    It records the products, the reason and the condition of the goods, and issues a corrective document where necessary.

  4. The stock is back in stock

    The system automatically returns the product to the platform’s stock, so it can be put up for sale again straight away.

Allegro

Allegro complaints in a single window

Complaints from Allegro are sent to the Message Centre, to a separate ‘Complaints’ tab. You reply to the buyer via Centoro, attach photos and documents, and the ‘Reply by’ timer ensures that no case is left pending.

  • A separate tab for complaints
  • Attachments in both directions
  • Status and date filters

Allegro News Centre

Allegro News Centre

Results

What are the benefits?

  • Fewer manual adjustments

    Stock levels are updated once a return has been accepted, not after a week.

  • A satisfied customer

    The matter won’t wait for someone to find the email. You’d be better off paying the money back straight away.

  • Data for decision-making

    Seeing all the reasons for returns in one place shows which products and channels cause the most problems.

FAQ

Frequently Asked Questions

Does Centoro OMS process returns from Allegro and other marketplaces?

Yes. The returns module retrieves and processes returns from marketplace channels within a single dashboard.

Can I define my own statuses and reasons for returns?

Yes. You create your own process statuses and a list of reasons tailored to your product range.

Will the system issue a correction?

Yes. You generate the corrective document directly from the returns module.

What happens to the goods once they’ve been returned?

Once accepted, the product is automatically returned to the platform’s stock and becomes available for further sale.

Streamline the handling of returns and complaints

View the RMA module in the demo version or speak to a consultant about your returns process.

View the demo version Book an appointment with a consultant

Centoro OMS features

See also

Centoro OMS platform preview

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