E-commerce returns piling up in your warehouse: a 4-step setup

E-commerce returns pile up in warehouses in Vietnam mainly because the receiving area shares an aisle with outbound and there are no clear grading criteria. PRIMEAG suggests setting up a dedicated area that runs 4 steps: receive, inspect, sort, restock, with lit inspection benches, bins split by condition, trolleys for inspected goods and a barcode scanner for every parcel.

After every big sale event, far more return parcels come back than on a normal day. With no dedicated space, they end up wedged between orders waiting to ship, while customers are still waiting for their refunds.

Why returns pile up: check in this order

1. Receiving area right next to outbound

Return parcels are parked by the dispatch door, staff prioritise outgoing orders and incoming parcels get pushed back. Mark out a separate area with its own aisle and a “Returns” sign.

2. No scan at the moment of receipt

The parcel is in the warehouse but the system does not know it, so nobody can answer when the customer asks. Scan the waybill right at the receiving door.

3. No well-lit inspection bench

Opening parcels on the floor makes it hard to spot scratches, stains or missing accessories.

4. Vague grading criteria

For the same minor defect, one person says resell and another says scrap. Post sample photos of each group right at the bench.

The process: four steps, four stations

Equipment layout for the returns area

Inspection bench

The lean pipe workbench uses lean pipe (plastic-coated steel pipe, Φ28) assembled with bolted joints. The top takes 150 kg and the shelves 20 kg per tier for bags, labels and cutters. The powered version adds 2 LED lights of 0.6 m and a 6-outlet power strip for scanners and label printers; standard models take 5–7 working days.

Place the repacking area right behind the inspection bench, laid out like the e-commerce packing benches for logistics warehouses.

Sorting by condition

Give each group its own row of industrial plastic bins with label cards showing the group and date received; add dividers for small items.

High-volume resellable goods go through a gravity flow rack: load at the back, pick at the front, 5–8° slope, 100 kg per tier, first in first out.

Moving goods between steps

At the receiving door, a 500 × 700 mm plastic-deck trolley with 200 kg capacity and a folding handle. Runs back to storage racks use a multi-tier steel pipe trolley, 100 kg per tier.

Recording and repacking

Scan at receipt and at restocking with a barcode scanner. Repacked goods use PE film and bubble wrap: 50 cm stretch rolls at 17 µm, bubble wrap 1.5 m wide.

Items in the “resellable” group must be assigned the correct location in the system before going back on sale, otherwise the error just moves to picking; see logistics warehouse mis-picks and slow picking.

Workbench project for an e-commerce warehouse

In 09/2026, PRIMEAG supplied workbenches for a Singapore-owned e-commerce sortation hub in Ho Chi Minh City: 50 benches of 1200×750, 30 benches of 1500×750 and 4 stainless steel 304 tables of 1200×2400. Production took 10 days and installation 2 days (actual speed depends on how busy the workshop is at the time).

Where to start

• Count return parcels on your most recent peak day.
• Agree sample photos for the three groups with customer service.
• Send your figures and floor plan and PRIMEAG will quote within 30 minutes (Mon–Sat 8:00–17:00, requests received 24/7).

Frequently asked questions

• How many inspection benches does a returns processing area need? — Divide the number of return parcels on a peak day by the number of parcels one person can inspect in a shift. The result is the minimum number of benches; add one spare bench.
• Does a small warehouse really need a separate returns area? — Yes. One bench, one row of sorting bins and painted floor lines are enough to keep incoming parcels from mixing with orders waiting to ship.
• Can lean pipe workbenches be extended or have shelves added later? — Yes. The frame is assembled with bolted joints, so adding pipes and joints extends it. The bench frame carries a 3-year warranty.