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Global, reliable, sustainable returns


e-PAQ Returns is Asendia’s 100% carbon neutral, end-to-end returns solution, designed to help e-commerce retailers grow their business. It combines technology with logistics, giving e-tailers access to a dedicated portal, supply chain insights and hassle-free refunds – all powered by ESW technology.

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Did you know? 70% of shoppers check out an e-tailer's Returns Policy before making a purchase.

Utilising Asendia’s global logistics network, e-PAQ delivers:
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    A simple returns solutions with intuitive online portals for customers and retailers

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    An improved shopper returns experience that drives sales and customer retention

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    Live tracking, scanning, inspection and grading that make it easier to process refunds

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    A personalised returns management dashboard, reporting and insights

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    Worldwide customs expertise that helps retailers increase profitability

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    Efficient processing, consolidating and routing for greater cost effectiveness


Did you know? China (25%), New Zealand (22%), Switzerland (22%) and the US (21%) have the highest return rates in the world.

A seamless returns journey

First-mile complete

Returned parcel is received at an Asendia Return Centre

Parcel scan: Parcel is scanned by Asendia and return tracking changes.

Status: return received 
Notification: "retailer x, we have received you return. Your refund is subject to inspection and acceptance at "brand name"
(on/off option in retailer configuration)

Return content check

If Add-On Solutions have been selected, additional stages will occur such as inspection and grading of the returned items.

Notification: we have processed your return. Please see the status of your request below (on/off option in retailer configuration)


Return is accepted or rejected

Retailer can handle refund

Notification: we have processed your return. Please see the status of your request below (on/off option in retailer configuration). 
Status: Rejected OR Accepted

Final-mile preparation

Return label added

After consolidation, a generic return label affixed to parcel with original order number and return number

Final-mile injected

Return is complete

Packages are consolidated, manifested and shipped back to Retailer’s chosen address – or retailer selects from an add-on solution
Data insights and return details are visible on Returns Management Platform

Why choose e-PAQ Returns?
e-PAQ Returns blends technology and logistics to give e-commerce retailers a powerful returns solution that makes it easy to win new customers and keep existing ones coming back to your business.
Find out more

Access our global logistics network

We have a large network of first-mile partners worldwide providing you with reliability, speed and cost-efficiency for both domestic and international returns.

Shopper communication

With optional live tracking notifications and automated communications, shoppers are up-to-date with the stage of their refund, which reduces customer support requests.


Sustainable solutions

More and more consumers look for sustainable shipping methods when shopping online. With e-PAQ Returns, you can offer your customers 100% carbon neutral returns offset by Asendia.

Flexible return locations

Wherever you want your goods returned to, Asendia can deliver. Our Add-On solutions allow retailers to choose from dispatch points, reship within the country or EU locations. Destruction, resell, recycle, donation and liquidation can also be made available.

Insights of return behaviour

Unlock customer behaviour insights and manage returns in real time with a returns portal that reminds you to re-order, issue refunds and more.


Customs experts

e-PAQ Returns handles re-exportation and options. Our Add-On solutions cover a range of additional services such as re-importing goods to a customs warehouse, duty drawback and Returned Goods Relief.

Efficient resell

Get your products back to your warehouses or back on the shelf more quickly, so they’re ready to be sold again.

See how e-PAQ Returns can
benefit your business
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Standard Solution
  • Software included: Our branded and configurable shopper returns portal and our retailer returns management portal including reporting features.
  • Retailer Choice: Retailer Paid or shopper paid returns.
  • First-mile options: Our comprehensive carrier network includes localised services - deliver to drop off points.
  • Return Centres: Using our software we scan-in the item, check contents, consolidate and prepare items for their next step.
  • Final-mile options: We provide linehaul return, export manifest and declaration.
Add-On Solutions
  • e-PAQ Returns offers additional solutions which support retailers. These are built bespoke based on your requirements. Just ask our team for more information on any of the below.

  • Connectivity: Integrate to platform via API to use your existing portal.
  • Inspection & grading options: Items are inspected and graded on return, restricted items are removed before last-mile option.
  • Customs options: Facilitating duty drawback and Returned Goods Relief.
  • Disposal options: Certified destruction of goods, recycle/ resell/donation of items. Liquidation services.

To discuss how a comprehensive returns solution can help you save time, boost profits and win new customers, get in touch with Asendia today and find the right e-PAQ Returns service for your business.

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