Frequently Asked Questions

Step 1 – Scoping & audit of the current setup: Before writing a single line of configuration code, we take the time to understand your specific situation. A Reversys expert meets with your business and technical teams to map out your ecosystem: which tools do you use (OMS, ERP, WMS, e-commerce platform)? What are your returns volumes, sales channels and carriers? What are the current bottlenecks in your process? This scoping exercise enables us to work with you to define a prioritised, realistic integration plan that is aligned with your operational challenges, rather than deploying a generic solution that will need to be reworked later.

Step 2 – Connecting to existing systems: Reversys integrates with your entire technical ecosystem via its API. Native connectors are available for the main market players (carriers, e-commerce platforms, common ERP systems), which significantly reduces implementation times. For more specialised systems, our technical team develops the necessary connectors. The aim is clear: Reversys must adapt to your IT systems, not the other way round. You do not need to modify your existing tools or undertake a major overhaul to accommodate our solution.

Step 3 – Set-up & business configuration: This is the stage where Reversys truly becomes your tool. Returns management rules, accepted or rejected reasons, logistics workflows, refund timescales, exchange policies, access levels by user profile, interfaces for warehouse operators… everything can be configured directly within the platform, without the need for development. Your business teams retain control over these configurations and can update them independently over time.

Step 4 – Phased roll-out & ramp-up (Go-live) The go-live is carefully prepared to avoid any operational disruption, with enhanced support provided during the first few weeks and performance indicators monitored continuously. Your teams are trained on the final version of the solution, and a dedicated point of contact remains available to assist with getting to grips with the system.

Yes, and this is one of the solution’s architectural priorities. Reversys was designed from the outset as an open platform, capable of integrating with all the tools that make up your ecosystem: OMS, ERP, WMS, e-commerce platforms, CRM and carrier solutions. Native connectors are available for the most common market players, which significantly reduces integration times and costs. 

The reverse logistics system is indeed at the heart of the solution: it determines the optimal route for each return and identifies the most efficient transport solution, with the aim of minimising the distance travelled by each product. But Reversys covers much more than that.
On the one hand, the platform manages the entire customer-facing front office: the returns declaration portal that your customers use directly, the returns options offered (refund, exchange, credit note), automated communication throughout the process, and real-time transport tracking. This is what your end customer experiences with every return.
On the other hand, for businesses that require it – particularly in the home furnishings and bulky goods sectors – Reversys also offers a physical logistics service through one of our partners as part of the P30 Package: product inspection and reconditioning, repackaging using specialised cardboard-forming machinery to maximise the proportion of products returned to ‘first-choice’ condition, and the provision of a sales channel for ‘second-choice’ items (outlet and second-choice shops). The solution thus covers the entire chain, from the moment the customer clicks to return an item right through to the product’s revaluation.

Yes, and this is an aspect that is often underestimated in reverse logistics projects. Reversys offers an omnichannel self-service portal that allows your customers to request a return in just a few clicks, choose from the available options (refund, exchange), generate their courier label and track the progress of their return in real time. This portal is fully customisable to suit your returns policy and brand identity. It can be accessed both via online returns and returns initiated in-store. The aim is to transform the customer’s returns experience into a seamless process that strengthens their trust in your brand and, consequently, their loyalty. 

From the initial scoping meeting to full go-live, you can expect a timeframe of 4 to 6 weeks on average. This timeframe may seem short compared to traditional integration projects, and it is, because Reversys is a pre-configured SaaS solution with existing connectors and a proven onboarding methodology. For simpler scopes or integrations using native connectors, the timeframe can be less than 6 weeks.

No. Reversys is a fully SaaS solution: you don’t need to install any infrastructure, maintain any servers or manage any updates on your end. There are numerous connection options, all of which are well documented, enabling your IT teams to integrate Reversys quickly and efficiently. In practice, this takes a few days’ work for a technical specialist. Your business teams can then manage the solution entirely independently.

Yes, and that is precisely what sets Reversys apart from more limited tools. The platform has been designed to meet the needs of omnichannel retailers, who have to manage a variety of returns flows: e-commerce returns initiated online, returns dropped off in-store, and end-of-season stock returned from the retail network to the central warehouse. All these flows are centralised within a single interface, with full real-time traceability for each item. Your teams – whether in the warehouse, in-store or in customer service – work on the same tool, with a shared view of the data.

Yes, and this is actually a key area of development for Reversys. Products weighing over 30 kg, such as sofas, mattresses or wardrobes, present specific logistical challenges that generalist solutions do not handle well: high transport costs, the risk of breakages, complex repackaging, and difficulties in selling second-grade stock. Reversys has developed the P30 Package to address precisely these challenges. It combines SaaS software (reverse OMS, customer portal, traceability) with physical logistics services: a dedicated warehouse, expertise in repackaging using specialised cardboard-forming machinery to restore as many products as possible to first-choice condition, and a partner retail outlet for the sale of second-choice items. Customers using the P30 Package see, on average, a 30% reduction in discounted products and 100% of second-grade stock sold.

Reversys has been designed to be quick and intuitive to use, even for operators who are not very comfortable with digital tools. The interfaces are designed to guide users through the process without overloading them cognitively. Training sessions are organised and tailored to each role (warehouse operators, logistics managers, after-sales teams, IT directors), and are included as part of the onboarding process. After go-live, Reversys support remains available to assist with skills development. “With Reversys, getting started is intuitive” – Alexandre, Managing Director of SVS (a service provider for La Redoute).

Yes. Return fraud represents a growing cost for e-retailers, one that is often underestimated. Reversys’ Data & Fraud module enables the analysis of the level of trust that can be placed in a return request, in order to determine the most appropriate refund strategy and the most suitable carrier. Reversys has also formed a partnership with Oneytrust, a specialist in combating online fraud, to strengthen this aspect and offer an integrated approach covering both reverse logistics and behavioural fraud detection. This system therefore helps to combat fraud whilst offering a frictionless experience to your best customers.