Rule-based returns management – personalized, efficient and sustainable
With toern, you define the optimal route for every return – before it even arrives at the warehouse. Handle defective items, overstock, and exchanges intelligently with rule-based decisions.
Rethinking return logic: Not every return is the same
With toern, you define how each return is handled. Before items even reach your warehouse, returns are automatically categorized – for example as complaints, exchanges, replacements, or resales. You set the logic – toern makes it happen.
Solutions
The right solution for every scenario
Return routes as individual as your products – thanks to toern.AI
toern leverages artificial intelligence to make the best decision for every return before it even reaches your warehouse – tailored, efficient, and sustainable. Using product data, quality indicators, and customer information, the system automatically identifies and triggers the optimal return path.
Defective items? Intelligent claims solutions instead of returns
Not every product claim needs to lead to a standard return. toern identifies damages early and automatically triggers the right solution – whether it’s sending replacement parts, offering discounts, or enabling tailored exchange options.
Tailored solution: Peer-to-peer returns
For Sorbas, we personalized the returns process so that items no longer need to return to the warehouse. Using a peer-to-peer approach, returns are sent directly to the next customer. The outcome: efficient, sustainable, and scalable.
Benefits of complaints management
How toern supports you
Smart returns logic
AI analyses returns before they reach the warehouse and selects the best course of action.
Lower process costs
Save up to 30% with automated returns management.
Better customer experience
Create smooth processes and increase customer satisfaction.
Replacement parts instead of returns
Send targeted replacement parts – faster and more resource-efficient.
Direct forwarding
Pass returns directly to new customers – without a fulfillment detour.
Act sustainably
Avoid unnecessary transport and reduce environmental impact.
Does toern also cover complaints?
Yes, of course! We have a customizable process tool that can handle both returns and complaints.
Can I adapt the complaints process of toern to my needs?
Yes. With our integrated flow builder, you can design the complaints and returns process individually – using predefined modules tailored to reasons, customer behavior, or special instructions. You decide how your process runs – flexibly and in line with your brand.
Are complaints billed separately?
No, complaints are not billed separately. However, the Flow Builder, which allows you to configure complaint processes individually, is an optional feature and may affect pricing depending on usage.
How do complaints differ from returns?
Returns usually happen within the return period and without defects. Complaints, on the other hand, concern defective or faulty products and can also be reported via toern after the return period has expired. The process accounts for this distinction both technically and in terms of content.
Is there a possibility to send certain returns directly to recycling, a Re-loved center, or similar?
Yes. You can include individual emails or notes in the process - for example, with information about alternative return destinations. In the future, our toern.AI will automatically determine the best reuse option based on reason, condition, and text input—such as second-hand, repair, or recycling—fully in line with a circular system.
What can I customize in the returns process procedurally?
With our configurable process blocks, you can design your workflow entirely individually – order, conditions, triggers, and communication. Whether a simple standard process or a complex logic flow: you decide how your returns or complaints process looks.
What customizations does toern allow in the complaints and returns process, for example?
You can, for example, require image evidence for certain reasons (such as defects), display individual notes for sensitive products, or differentiate return options at the product or customer level. Email texts, exchange options, and mandatory fields are also flexibly configurable.
What will be coming in this area in the future?
Our toern.AI will be integrated even more in the future – for example, to automatically decide the most appropriate destination for a return: back to the customer, for repair, to a second-hand partner, or for recycling. The goal is a highly circular, data-driven returns process that creates real value for everyone involved.
Who takes care of communication regarding complaints?
Currently, we provide you with pre-written email notifications for all key steps – from registration to status updates and refunds. At the same time, we are working on making the communication fully customizable, so it aligns even better with your tone and brand.
