Explore How to Capture Mobile Images with NetSuite WMS


Client Portfolio

A prominent UK-based online retailer of high-quality indoor and outdoor products approached us with a request to ease their product return process. This British firm offers a wide range of items aimed at assisting individuals in crafting their ideal living environment. 

Problem Statement

For eCommerce businesses, managing returns efficiently is a key challenge. Before processing a return, the firm wanted to assess the condition of products, using images sent to them. They also wanted customers to be able to quickly upload evidence of damaged products by sending images taken with a mobile phone. The pictures then had to be linked to the corresponding item receipt. 

What We Suggested 

Our team of professionals analyzed the issue in detail and developed an option to facilitate the return process using the customization capability of NetSuite Warehouse Managing System (WMS). This allows the RMA (Return Material Authorization) list on the platform to be accessed and displayed through the WMS mobile App. Users can click the images of products directly through the mobile capture feature and can view the RMA list for the previous month. 



When a user selects a specific Item Receipt (IR) from the RMA, they can access a list of items along with their quantities for the chosen IR. Images will be attached to the corresponding item receipt, making it easier for the approver to verify the condition of the associated products. Additionally, users have the option to upload multiple images for a single item. 

Customer Success 

Once the customization was done in NetSuite WMS mobile application, the UK-based company enjoyed more benefits, namely: 

1. Accurate Product Assessment:Capturing images using a mobile phone and their display enable accurate assessment of the condition of returned products, reducing disputes and improving customer satisfaction.

2. Device Flexibility: Customers have the option to capture and upload photos using their mobile phones and desktops, enabling them to initiate the return process smoothly. 

3. Enhanced Visibility: Users can easily access the RMA list of the previous month, enhancing the visibility of return activities. It also helps them to identify the correct products and quantities for return.

4.Efficient Approval Workflow: Images attached to item receipts simplify the approval process, making it quicker and more efficient for approvers to verify the condition of the returned products. 

Key Achievements 

RMA item verification has been reduced by 60%.

Gradually reduces the RMA process cycle time.

Way Forward 

Our customized NetSuite-WMS feature not only addressed the existing problems but also laid the foundation for continuous innovation in warehouse management and customer-centric returns processing. We are focused on ensuring customer satisfaction by thoroughly understanding client requirements, providing effective solutions, and driving business growth.