For items either returned in-store or shipped back to the warehouse/DC, the retailer should promptly record the return in its virtual inventory. The OMS will then make it visible to store associates, customers shopping online and available to promise (for e-commerce orders). An important point to note is that once received back, the retailer should record the item as not only “received” but also “put away,” including its exact physical location (in-store or warehouse). The faster a product is located, the quicker it can get into the hands of another consumer. Many happy returns for 2022 In its 2022 Retail Predictions, Forrester says returns “will become a hot differentiator for retailers in 2022”, noting how “customer-obsessed retailers and brands will invest to upgrade returns (locations, streamlined processes, refund issuance, internal returns processing).” Implementing a modern omnichannel returns program will help support these processes by providing greater visibility to in-stock, purchased and returned items to keep both goods and revenue flowing.