Outcome we drive: fast, compliant returns with maximum value recovery—so you spend less on backflows and get saleable units back into stock sooner.

What IndiaUnbox sets up for you

• RMA + triage workflow (ISO 9001 aligned): We design a simple Return Merchandise Authorization (RMA) flow and a triage matrix (repair/refurbish/repack/scrap) mapped to ISO 9001:2015 clause 8.7 (control of non-conforming outputs)—so defective items are quarantined, dispositioned, and corrected with auditable records.
  
• Domestic reverse moves (GST/e-way bill ready): We configure e-way bills correctly for sales returns (use the “sales return” subtype/reason and valid document references); for B2B flows, we ensure e-invoice-first where applicable, since many states now block e-way bill generation without a valid e-invoice for eligible taxpayers.
  
• Cross-border returns (re-import of exports): When overseas buyers send goods back to India, we clear them under Customs Notification 45/2017-Cus. (re-import of exported goods) and align with CBIC clarifications so that any export incentives (e.g., IGST refund, drawback, RoDTEP) are repaid/reversed as required at re-import.
  
• Re-export of wrong/defective imports: If you’re returning imported goods to the foreign supplier, we process Section 74 drawback (up to 98% of import duty) provided identification/conditions are met—materially reducing loss on rejected lots.
  
• Sustainability & regulated disposals: For electronics and plastics that cannot be recovered economically, we route to registered recyclers through India’s E-Waste (Management) Rules, 2022 EPR portal (CPCB) and the Plastic Packaging EPR portal—so compliance is traceable.

Why this matters (numbers you can benchmark)

• Returns are big and rising: Global e-commerce returns averaged ~16.9% in 2024 (NRF/Happy Returns). India’s overall online return rate was ~14.9% in 2022, but fashion runs much higher at ~25–40%—so category-specific reverse design is essential.
  
• Cost pressure is real: Reverse flows can consume ~6% of total supply chain cost on average, and >12% in categories like apparel/electronics if poorly designed.
  

How our reverse pipeline works (end-to-end)

1. Authorize & label: Customer/vendor requests are approved via RMA; return labels and e-way bill instructions are issued with the correct reason codes and document links.
   
2. Inbound to returns hub: Consolidation to the nearest IndiaUnbox returns hub; we record condition, images, and serial/lot capture on receipt.
   
3. Triage rules:
   
   • Restock (A-grade): clean, rebag/rebox, re-label.
     
   • Refurbish/repair (B-grade): simple fixes or vendor repair loop.
     
   • Part-out/salvage (C-grade) or responsible recycle under EPR (electronics/plastics).
     
4. Customs/GST closure:
   
   • Re-import of exports: File under 45/2017-Cus. and settle incentive reversals per CBIC guidance (e.g., IGST/Drawback/RoDTEP).
     
   • Re-export of imports: Claim Section 74 drawback (up to 98% of duty) where conditions fit.
     
   • Domestic returns: Correct e-way bill + e-invoice data prevents detention/fines in transit.
     
5. Close the loop: Root-cause data feeds your quality/UX backlog (wrong size, damaged in transit, description mismatch), aligned to ISO 9001 nonconformance and corrective-action requirements.
   

Cross-border return scenarios we handle often

• Defect discovered by buyer (export rejected): Re-import under 45/2017-Cus. with repayment of export benefits; optional rework and re-export after fix.
  
• Wrong/defective imported goods: Re-export to the supplier and apply Section 74 drawback (up to 98% duty).
  
• Repair & return loops: Export for repair; on re-import after repair, duty on repair cost/insurance/freight may apply—managed per CBIC’s Customs Manual guidance.
  

Compliance guardrails you can audit

• ISO 9001 clause 8.7: Non-conforming outputs controlled, documented, and prevented from unintended delivery; dispositions and corrections recorded.
  
• GST/e-way bill: Correct transaction type/sub-type for sales returns; transporter/GSTIN mapping and e-invoice linkage where applicable.
  
• Customs: Notification 45/2017-Cus. for re-imports of exports; Section 74 drawback for re-exports of imports; RoDTEP/IGST/drawback recovery where required.
  
• EPR (electronics/plastics): CPCB’s E-waste Rules 2022 FAQ + EPR portals for traceable recycling obligations.

Your deliverables

• Reverse Playbook: RMA forms, triage criteria, work instructions, and SOPs referencing ISO 9001:2015 clause 8.7.
  
• Regulatory Pack: Templates and step-by-step guides for e-way bill (returns), e-invoice linkages, re-import under 45/2017, and Section 74 drawback claims.
  
• Recovery Dashboard: SKU-level return rate, salvage/recovery value, and days-to-restock; category benchmarks to flag high-return items (e.g., fashion’s 25–40% online return band).
  

Bottom line: Reverse logistics isn’t a cost you must swallow. With the right RMA discipline, GST/Customs compliance, and EPR-safe disposal, IndiaUnbox turns returns into a controlled, auditable loop—cutting waste and getting value back fast.