For many brands, returns remain the least visible part of their supply chain. Parcels arrive at the warehouse without context, reason codes are inconsistent, inventory disappears into a grey area, and the customer is left chasing a refund they cannot track. It is a problem that efficient warehouse operations can only do so much to solve, because the issue starts long before the parcel arrives.
That is why we built FlowBack.
Returns are no longer a gap in the supply chain. With FlowBack, they are a controlled, auditable, and transparent process from end to end.
Matthew Liu — CTO, Global Reach LogisticsLaunched in 2026, GRL FlowBack is our structured returns management platform, designed specifically to close the visibility gap between a customer deciding to return something and that stock being back in a sellable location.
The consumer experience
The consumer experience is fully branded to your business. Customers look up their order, select the item they are returning, choose a reason from a controlled list, pick their preferred drop-off method, and receive a label or QR code instantly. Automated notifications keep them updated at every stage, reducing the volume of refund enquiries reaching your support team.
Rather than a generic returns portal, every touchpoint reflects your brand, maintaining the customer relationship through what is often a moment of friction.
What happens in the warehouse
On the warehouse side, every parcel arrives pre-advised. Operatives scan, inspect, and grade each return using a PDA workflow, with photos captured where your SOP requires them. Inventory is routed automatically based on condition, sellable stock back to the pick face, items requiring processing flagged for the appropriate workflow.
Exceptions are flagged and held for your authorisation before any disposal decision is made. Nothing is written off or disposed of without your knowledge and sign-off.
What you see as a client
Through the client dashboard, you have real-time visibility of everything in transit, every completed inspection, every graded item, and every exception awaiting a decision. SKU-level analysis surfaces return patterns and product quality signals that are often invisible in traditional 3PL reporting. All data is exportable in formats ready for your finance and ERP systems.