The volume of returned merchandise moving through U.S. supply chains has reached levels that were unimaginable a decade ago. The National Retail Federation (NRF) reported that U.S. retail returns totaled over $743 billion in 2023, representing approximately 14.5 percent of total retail sales. In e-commerce specifically, return rates in apparel and electronics categories regularly exceed 20 to 30 percent. This volume has created an entire industry segment dedicated to reverse logistics — companies that handle returns processing, refurbishment, resale, and disposal at scale.
Operating efficiently in this segment requires tight administrative systems. Virtual assistants are providing the coordination backbone that keeps returns operations running.
RMA Processing Coordination
A return merchandise authorization (RMA) is the entry point for every return. The RMA must be issued with the correct condition code, return reason code, and routing instructions before the merchandise ships back. In high-volume operations, hundreds of RMAs may be issued daily. Each must be traceable from issuance through receiving, condition grading, and final disposition.
A VA assigned to RMA coordination manages the issuance queue — processing return requests submitted through the client portal or email, applying the correct RMA codes based on the client's return policy rules, and sending the RMA documentation to the customer with routing instructions. When returned merchandise arrives at the facility, the VA updates the RMA record with the receiving date and forwards the record to the inspection team for condition grading. This administrative handoff keeps the physical and data workflows synchronized.
Vendor Defective Goods Claims
When returned merchandise is determined to be defective at origin — a manufacturing defect rather than customer damage — the returns company or its client typically has the right to submit a vendor claim for credit. Processing these claims requires compiling the inspection report, condition photographs, original purchase order reference, and claim amount. Claims submitted without complete documentation are frequently rejected by vendor accounts payable teams, creating write-offs.
A VA manages the vendor claims queue: compiling documentation packages from the grading team's records, formatting claims to the vendor's required template, submitting them through vendor portals or via email, and tracking open claims against response deadlines. When a claim is disputed or denied, the VA prepares the appeal package with additional supporting documentation. Systematic claims management recovers revenue that would otherwise be lost to unclaimed defective goods credits — a meaningful margin improvement for returns operations handling significant defective volumes.
Client Returns Reporting
Returns management companies provide their retail and brand clients with regular reporting on return volumes, disposition outcomes, recovery rates, and exception summaries. These reports are typically delivered weekly or monthly and form the basis for client business reviews and contract renewals.
A VA pulls data from the returns management platform (such as Optoro, goTRG, or a proprietary WMS), compiles the reporting package against the client's template, and delivers it on schedule. For clients who require customized data views or ad hoc analysis, the VA handles the data extraction and formatting, routing complex analytical questions to the operations team. Consistent, on-time reporting is one of the primary drivers of client satisfaction in the returns management segment.
Scaling Returns Operations Efficiently
Returns operations face a structural challenge: return volumes are spiky, driven by post-holiday surges, promotional events, and seasonal category cycles. Staffing for peak return periods with full-time employees creates significant idle capacity during slower periods. VA-supported administration provides flexible capacity that can be scaled up or down to match return volume without the fixed cost of proportional full-time headcount.
Companies building scalable reverse logistics operations should explore workforce partners like Stealth Agents for VAs experienced in returns administration and e-commerce logistics workflows.
Sources
- National Retail Federation (NRF), Annual Returns Survey, 2024
- Optoro, returns management industry benchmark data, 2025
- Council of Supply Chain Management Professionals (CSCMP), State of Logistics Report, 2025
- goTRG, recommerce and reverse logistics market analysis, 2025
- FreightWaves, reverse logistics volume and growth data, 2025