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Fast, flexible, no-fuss processing

Returns are a fact of life for 21st century retailers. At one time, customers mostly returned items because they were faulty, but changing shopping habits mean they now order multiple items, simply returning what they don’t want.

You need your returning stock to work hard for you - our robust processes ensure every opportunity is taken to maximise your margins and maintain your reputation for quality.

  • Benefits for customers
  • Benefits for clients

Bespoke delivery notes mean you can offer your customers a host of options for returning their items, from returning in store to using CollectPlus, courier collection or Post Office drop off.

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We can integrate or support your payment systems to allow the quick process of refunds via the original payment method, creating a full audit trail.

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Whether your customer wants a different size, colour or a different item altogether, we can create orders for replacement items on your behalf. Our pick, pack and despatch processes maintain a full audit trail throughout.

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We can send out spare parts if something in a package has been lost or damaged. Alternatively, you can give your customers the option to return items for repair by our talented team of repairs engineers who can be trained to carry out any work needed to the appropriate safety standards.

Our flexibility gives you the choice over everything from the checks we carry out when goods are returned to us, to how you recoup revenue from seconds or even safely dispose of faulty stock.

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For all refund and replace requests, our operatives carefully carry out inspections to determine whether a product can be put back into stock. In addition to our basic checks, we check whatever you ask us to - from making sure garment tags are still attached, to conducting a smell test to check if an item’s been worn.

We’ll refold crumpled garments and replace any damaged bags so that items can be returned to stock for resale at full price as quickly as possible.

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We keep your stock working for you right up to the end of its life. Whether items have been classed as seconds or are just no longer current stock, we can return them for sale through your outlet stores or online channels.

We can salvage undamaged parts of faulty or damaged items for use as spares, send items to local auctions, or donate them on your behalf to local charities to help with their fundraising efforts. We can even organise staff sales.

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If it’s reached the end of the line, unsaleable stock can be returned to you for disposal (or we can handle that for you, recycling where possible to limit the amount we send to landfill). 

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We log the reason for return of all items, and we can help to identify trends so you can decide if you need to take action with certain products or suppliers.

At individual transaction level, if a customer reports a fault with their purchase, we can even send you our findings, including pictures for your records.

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Onsite workshop

Customers' products are repaired under guarantee by expert engineers in our onsite workshop.

  • "Prolog are an absolute pleasure to work with. Their efficiencies and attention to detail take huge pressure off us as the client and enable us to focus on the bigger picture.
    They are proactive at supporting us, responding to queries and driving cost saving opportunities on our behalf. I hope the partnership continues to be so effective and successful."

    Sabrina Head
    CRM & Loyalty Manager, Avis Budget Group EMEA
  • "We have always found Prolog to be a very helpful and supportive business partner, who deliver a great service and appreciate the challenges of our sector."

    Laura Holt
    Senior Manager Supporter Logistics SS & Ops, Cancer Research UK
  • "We have been working with Prolog as our fulfilment partner since 2010 and firmly believe they have been an integral part of our success.
    Prolog's commitment to a fast, reliable and flexible operation has helped us progress and continue to improve our customers' experience, so that when they order from Great Little Trading Company they are confident in receiving the high standards of service that they expect."

    Natalie Gardiner
    Head of Operations, Great Little Trading Co.
  • "We have been proud to work in partnership with Prolog for over 25 years and are delighted with their innovative approach and use of continuous improvement to meet their ever-growing portfolio of British Airways back office activities. Their willingness to change, be flexible and continually challenge has resulted in cost savings we have been happy to share. The relationship continues to grow, develop and blossom and we look forward to working closely with them for the foreseeable future."

    Saima Ahmed
    Loyalty Operations Delivery Manager, British Airways
  • "Our partnership with Prolog and their utilisation of cutting-edge technology has helped us to improve our overall customer experience and enhance our delivery proposition to include deliver to store. Prolog's expertise in high volume, multi-channel fulfilment means that we can launch retail or ecommerce promotions in the knowledge that the excellent service to our customers will be maintained."

    Caroline Allerton
    Supply Chain Director, Cotton Traders
  • "Prolog offers a superior service in terms of customer interactions and satisfaction. Feedback from Belstaff's customers about our service is always exemplary."

    Laura Cohen
    Ecommerce Trading Manager, Belstaff
  • "ghd appointed Prolog as their UK outsourced distribution partner in 2008. Prolog are a very flexible, responsive and reliable fulfilment provider. Very high levels of customer service are at the heart of ghd's business, and logistics and supply chain excellence have undoubtedly played a significant part in the success of the brand."

    Sue Tapson
    Global Logistics Manager, ghd
  • "Since 2005 Prolog has been an integral part of the Lloyd Shoe business. In that time our requirements from them as a logistics partner have changed due to the significant shifts in retail patterns; Prolog have evolved, adapted and expanded their services to ensure they always deliver a relevant service that is of a constant high standard. Prolog continue to work with us in order to identify mutually beneficial improvements and offer added value solutions that enhance our supply chain operation. Having a third party service provider that provides a team which understand our challenges and priorities is vital to our business now and in the future."

    Rebecca Munday
    Commercial Director, Lloyd Shoe Co Limited
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Get in touch

Our business development team will take the time to find out exactly what you need from us.

Why not get in touch and hear for yourself how we can make life easier for you?

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