OMS unifies commerce for retailer
Titan Brands cut backorders by 70% with real-time inventory visibility, boosting customer service with Infios’s OMS.
Customer Care & Returns Management
Great brand moments don’t stop at “Place Order”, they end with “that was easy.” Infios Customer Care & Returns module gives retailers, 3PLs and B2B brands a single view of every order, resolving "where's my order?” fast and turn returns into loyalty-building exchanges.
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Turn support and returns into profit-saving opportunities
Customer care teams are often stuck navigating fragmented systems, while rising return volumes and fraud eat into margins. Our Customer Care & Returns Management solution brings speed, clarity and control to every post-purchase interaction, helping you protect revenue and boost customer satisfaction.
- Unify order visibility: Eliminate system-hopping with real-time access to order, shipment and payment data so agents resolve issues faster and improve NPS.
- Control return costs: U.S. retailers are bracing for $890B in returns in 2024, cut processing waste and protect profits.
- Automate workflows: Replace spreadsheets and manual touchpoints with streamlined processes that speed up refunds and reduce errors.
- Fight return fraud: With over 14% of returns flagged as fraudulent, gain the tools to balance security and customer trust.
- Recover resellable inventory: Use real-time availability to restock returned items quickly instead of writing off value.
Make every return and service interaction an opportunity to build trust and protect the bottom line.
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76 %RETURN TO BRANDS THEY TRUST76% of consumers return to businesses that focus on brand loyalty & offer seamless returns.
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70 %MORE LIKELY TO RECOMMEND70% of consumers are more likely to recommend a company that responds quickly to their inquiries on orders, payments and other complex issues.
Key capabilities
Unified order + return cockpit
- Real-time status, shipping events and payment history in a single user interface (UI)
- Omni-channel order search across EDI, Shopify, marketplaces and phone
AI-driven return intelligence
- Predictive refund, repair or resale decisions to accelerate sellable inventory
- Fraud scoring and automated return merchandise authorization (RMA) approvals
Self-service & agent tools
- Branded portal for returns and exchanges
- Guided agent scripts with a dynamic knowledge base
Reverse-logistics optimization
- Smart label generation, carrier rules and routing to store, distribution center (DC) or 3PL
- Instant ATP updates to resell returned, sellable inventory
What are the benefits?
Modern shoppers value speed and transparency above all else, especially when things go wrong. Infios brings every post-purchase touchpoint into a single, intelligent workspace, so you resolve issues faster, recover more revenue and keep customers coming back.
- Instant answers: A 360° view of order and inventory cuts average handle time up to 40%* and boosts first-contact resolution
- Returns cost control: Intelligent routing directs each return to the fastest, lowest-cost node—reducing reverse-logistics spend up to 25%*
- Revenue recovery: Real-time exchanges keep sales in-cart and reduce refund leakage
- Loyalty lift: 70% of consumers are more likely to recommend a company that responds quickly to inquiries, emphasizing the value of responsive customer care**
*Typical results for Infios customers; ask us for the full ROI model.
**Mckinsey
Success stories
Built to flex, ready to win
Komar’s agility transformed with Infios OMS 2.0, revolutionizing scalable omnichannel growth with 15-minute feeds and TikTok onboarding
FAQs
Most customers go live within 8–16 weeks thanks to pre-built adapters and accelerators.
Yes. Our modules integrate with any ERP, WMS or legacy OMS via our native Integration Platform-as-a-Service (iPaaS) through various avenues like EDI, API, SFTP.
It analyzes SKU attributes, location costs, resale probability and fraud signals to automatically select the fastest, most cost-effective disposition.
Infios Order Management is SOC 2 Type II certified and fully compliant with GDPR and CCPA requirements.
Explore what makes us different
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Order Management and Commerce Engagement
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Modular Solutions in Order Management
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Order Promising and Optimization
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Intelligent Inventory
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Order Orchestration and Management
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Store and Micro-fulfillment
