Smart return labels for complex return flows
Automatic return routing and label generation via Returnless, Sendcloud and Shopify, driven by business logic.
Business context & operations
NADUVI is an e-commerce marketplace with dozens of affiliated brands and manufacturers. Products are shipped directly by suppliers, so returns don't go to one central address but to varying locations per brand and product.
For each return via Returnless, the correct return address must be determined per item. This makes standard label generation impossible and return processing structurally more complex than at a webshop with its own warehouse.
Core problem: returns could not be processed automatically because different return addresses and shipping rules apply per product.
Cases within this collaboration
This collaboration comprises two separate solutions: one focused on routing and address determination, the other on label generation and exception handling.
Intelligent return categorization in Returnless
Returns are automatically categorized based on product characteristics such as weight and carrier.
Context & background
Returns at NADUVI are registered via Returnless. Within the marketplace, return conditions differ per product, depending on factors such as weight, product type and supplier.
These characteristics determine which return route applies, but do not drive how return registrations are processed in the standard Returnless setup.
Challenge
Because returns were not automatically categorized, there was no direct separation between standard returns and exceptions.
This led to manual assessment by customer service, additional coordination and an error-prone approach that was not scalable with increasing return volume.
Solution
The solution adds an automated decision layer to the return process. For each return registration, an AI agent assesses whether the return item meets the conditions for standard processing. This assessment is based on product characteristics and predefined business rules.
- AI agent assesses per return item which conditions are met
- Make.com orchestrates the decision logic and follow-up steps
- Outcome is recorded via tags and statuses in Returnless
- Returns are immediately separated into standard processing or exceptions
Result
Returns are automatically categorized immediately.
After the automatic categorization of returns, it is clear per return whether and how it can be processed further. The next step: controlled label generation.
Smart label generation via Sendcloud
Return labels are automatically generated when a return qualifies for it.
Context & background
At NADUVI, not every return is suitable for standard parcel shipping. Depending on weight, format and product type, the shipping method varies.
For returns that can be handled via parcel, fast and correct label generation is essential to keep turnaround times low and help customers promptly.
Challenge
Without automated label generation, the outcome of return categorization could not be acted upon directly.
Labels had to be created manually, leading to delays in the return process.
There was a risk of incorrect shipping methods or carriers, and the scalability of the process was limited with increasing volume.
A solution was needed that only generates labels when this is actually permitted and meaningful.
Solution
Based on the categorization from Returnless, it is automatically determined whether a return qualifies for parcel shipping.
- Automatic selection of returns that can be handled via parcel
- Generation of shipping labels via Sendcloud based on weight and shipping rules
- Feedback of the label to Returnless for further processing
- Exclusion of returns that require manual or alternative handling
Result
Return labels are generated automatically and in a controlled manner.
Together, these two solutions form an end-to-end return flow: from intelligent categorization to controlled label generation. The combination ensures that standard returns are handled fully automatically, while exceptions are explicitly identified for manual follow-up.
Architecture
Technical architecture
Make.com orchestrates the return and label generation flow between Returnless, Sendcloud and Shopify.
Returnless: customer-facing return registration and central return status
Make.com: orchestration of business logic and decision points
Sendcloud API: generation of return labels for parcel shipments
Shopify integration: product and order data as input for return decisions
This setup enables complex return flows to be automated in a controlled and scalable manner.
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