Scalable return and integration automation at Schoenberger
A scalable return architecture with ERP and carrier integrations for international e-commerce.
The situation at Schoenberger
Company context & growth
Schoenberger Germany Enterprises is an international e-commerce player with an extensive network of webshops, operating across multiple European countries. As the organization grew, order and return volumes increased significantly. Return processing and logistics became an increasingly important part of day-to-day operations.
The organization worked with multiple systems: an ERP for order management, a return platform for customer communication, and various carriers for logistics. These systems functioned well within their own domain but were not directly connected to each other.
Operational challenges
As return volume increased, the limitations of existing workflows became increasingly visible:
Disconnected return processing – The return platform operated separately from the ERP, meaning information was not automatically synchronized.
Manual transfer – Order data had to be manually transferred between systems, which took time and left room for errors.
Time-consuming carrier coordination – Pickup appointments with carriers required manual coordination and follow-up.
Error-prone at scale – With increasing volumes, it became harder to ensure quality and speed.
Core problem: operations grew faster than existing workflows could keep up.
Cases within this collaboration
This collaboration resulted in two concrete automations, each addressing a different operational bottleneck:
Navision & Returnless integration
Integration between Microsoft Navision and Returnless to make return processing ERP-driven and scalable.
Context & background
Schoenberger used Microsoft Navision as their central ERP system for order and logistics management. As return volumes grew, the need arose for a customer-facing return platform for structured return registration.
Returnless was selected as the return platform. Since Microsoft Navision played a central role in operations, all order and return information ultimately needed to converge in the ERP. A technical integration between both systems was therefore a prerequisite for deploying Returnless operationally.
Challenge
Without integration between Navision and Returnless, the return process was not workable at an operational level. Order data was only available within the ERP, meaning return registrations could not be automatically linked to existing orders.
RMAs had to be created manually in Navision, leading to additional handling, error-proneness, and limited scalability. With further growth in return volume, this approach would not be sustainable.
Solution
A custom integration was built between Microsoft Navision and Returnless, with Make.com as the central integration layer.
Navision communicates via SOAP/XML, while Returnless expects JSON. The integration handles the required XML–JSON transformation and works bidirectionally. Orders are automatically made available from Navision to Returnless, while return registrations in Returnless are automatically translated into RMAs in Navision.
Logging and error handling were implemented to ensure the reliability of data flows.
- SOAP connection with Microsoft Navision
- Make.com as central integration layer
- XML–JSON transformation
- Bidirectional data flow for orders and RMAs
- Logging and error handling per integration step
Result
Returnless operationally deployed within the return flow
The integration formed the foundation for structurally deploying Returnless within Schoenberger's operations.
In addition to the ERP integration, there was a second operational bottleneck: automating pickup appointments.
Carrier & pickup automation
Automated pickup flow from Returnless for returns requiring collection.
Context & background
Schoenberger uses Returnless for return registration. For some of these returns, a pickup appointment with a carrier is needed, depending on product and country.
The user arranges this entirely within Returnless during the return registration process.
Challenge
Pickup handling needed to apply only to returns requiring it, work with multiple carriers, be handled uniformly from a single flow, and remain scalable with growing return volume.
Solution
We built an automated pickup flow where Returnless is the starting point, Make.com handles carrier logic, and pickup appointments are automatically created with the appropriate carrier.
- Returnless as starting point
- Make.com for carrier logic
- Automatic pickup creation with carrier
Result
Pickup appointments arranged directly from Returnless
Collaboration & approach
Continuous optimization with short iterations and close coordination with the operational team.
Iterative expansion
Make.com scenarios were expanded step by step: first the ERP connection stable, then carrier integrations added. Focus was always on reliability before expansion.
Direct coordination
Close collaboration with the operations team ensures short feedback loops. New integrations are always tested in sandbox first before going live.
Reliable logging
Robust error handling and logging provide insight into the flows. When problems occur, they can be quickly analyzed and resolved.
Architecture
Technical architecture
The architecture below supports both the Navision–Returnless integration and the automated carrier pickups. Make.com serves as the central orchestration and integration layer.
Returnless ⇄ Make.com ⇄ Navision (SOAP): Bidirectional synchronization of orders and RMAs
Make.com → Carriers: DPD PL, UPS PL, Rohlig Suus
XML → JSON transformation: Protocol translation between Navision and Returnless
Event-driven processing: Each return automatically triggers the relevant flows
New carriers or ERP connections can be added without modifying existing return flows.
What the client says about the collaboration
"The connection between Navision and Returnless runs smoothly, and our pickup flow is fully automated. Arkatech thinks along, resolves issues quickly, and delivers on their promises."
Maximilian Reimertz
CEO – Schoenberger Germany Enterprises GmbH & Co. KG
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