2023 3PL Study Shows Brands Emphasizing Tech, Returns, Hiring

A logistics worker in a safety vest and helmet carefully inspects a stack of packages, highlighting the importance of tech and efficient returns processes in hiring.

NTT DATA and Penske’s study shows opportunity with tech solutions, returns, and hiring.

NTT DATA and Penske’s annual Third-Party Logistics study, now in its 27th year, revealed that among the shippers polled – consumer packaged goods, retailers and consumer brands being the largest cluster represented – more brands emphasizing tech and returns when it comes to their 3PLs. Hiring and retaining employees is also a major concern on both sides of the business.

Perhaps the most surprising stat is that 83% of shippers in 2022 versus 90% in 2021 felt that their relationships with their 3PLs were successful. There was also a 2% decrease YOY among shippers who felt that using a 3PL improved service to customers. This could point to the fact that more 3PLs aren’t meeting customer expectations or a misalignment of goals. Either way, there is opportunity for 3PLs to improve their SLAs and customer experience. MasonHub, for example, meets SLAs with 99.9% shipping accuracy.

A more positive stat was a 5% increase YOY in the number of shippers who thought that using 3PLs contributed to reducing overall logistics costs. For instance, MasonHub’s customers report 20-30% overall lower shipping costs.

Chart displaying key perspectives from 3PL users and providers.

Technology Solutions

The study states, “Technology serves as a key differentiator, especially among 3PLs that leverage technology as a medium across different service dimensions to increase revenue and elevate business growth. Today, technology is just as important as people.” *

The opinion that technology is very important to 3PL expertise has remained high for the past 20 years, rating above 91% since 2010. A greater number of shippers stated that technology solutions are playing a greater role in their 3PL partnership evaluations and selection process.

Pie charts showing technology solutions role in 3PL partner evaluation and selection. Shippers value technology solutions more strongly, but 3PLs value it more overall.

Unfortunately, it appears there’s a disconnect between tech solutions and the role they play in partnership selection versus the ability of shippers to effectively leverage those solutions. Only 25% rates themselves very effective or extremely effective at leveraging solutions being offered by their 3PL provider. Meanwhile, 37% rated themselves slightly effective or not at effective at all. Nearly one-third rated themselves moderately effective.

Pie chart showing the effectiveness at leveraging the technology solutions provided for shippers and 3PLs.

It seems there’s a greater need for customer education when it comes to using 3PLs technology, another opportunity for 3PLs to distinguish themselves.

Reverse Logistics

In regards to reverse logistics, shippers are outsourcing these services almost 50% more than they did a year prior. Three-quarters of consumer-focused shippers rated the returns experience as being very or extremely important to consumer loyalty, and 65% stated that returns expectations are growing. A majority – 61% – said they expect to see increased volumes of returns over the next three years. This is due to growth in online purchases and DTC shipping.

Among 3PLs who provided reverse logistics services, more than half – 59% – stated that reverse logistics are only slightly to moderately important to their future offerings and 15% stated that it was not important at all. This could signal that they’re missing an opportunity to serve more brands. MasonHub not only handles returns for clients, they also integrate with several returns-focused platforms to improve the customer experience. After all, consumers are four times more likely to return online purchases over those made in a physical store.

Bar chart showing logistics services outsourced by shippers between 2023 and 2022.

The Labor Crisis

In regards to the labor crisis, more than one-quarter of shippers polled believed that there has been a permanent shift in the availability of labor, and more than one-fifth of them believe the talent shortage will last two years or more.

The jobs that both shippers and 3PLs rated as most difficult to fill were hourly workers such as pickers and packers, and certified/licensed hourly personnel such as truck drivers and equipment operators. The same was true for retaining such talent. The most respondents on both sides said that it takes two to three months to fill these positions.

As for wages, nearly one-fourth of respondents on both shipping and 3PL sides said they increased comp 0-3.99% and virtually the same percentage said they increased comp 4-6.99% in response to operations pressures.

In Conclusion

Ongoing challenges, strategic misalignments or unexpected challenges could be straining 3PL-shipper relationships. But a majority of shippers – 71% – reported that using 3PLs has contributed to improving customer service. Additionally, 71% or shippers and 92% of 3PLs agree that 3PLs provide new and innovative ways to improve logistics effectiveness.

*2023 27th Annual Third-Party Logistics Study: The State of Logistics Outsourcing, C. John Langley Jr., Ph.D., and NTT DATA, 2023.

CEO Donny Salazar on the Pros and Cons of Doing Business in California

California Best Startup logo

MasonHub’s founder talks about the upside of doing business in the nation’s most populous state.

This article was published in ‘Best Startup California’ on September 26, 2000.

What is the cost of doing business in California? For technology and fulfillment startups, there are upsides and challenges to running a company in the Golden State, but MasonHub founder and CEO Donny Salazar says he wouldn’t have it any other way. This article was first published in Best Startup California on September 26, 2000.


GfK’s Consumer Life and FutureBuy Report Reveal Shoppers’ Preferences

A customer thoughtfully assessing clothing items in a retail shop, representing the enduring value of in-person shopping experiences alongside e-commerce trends.

Thirty thousand shoppers in 25+ countries were polled.

Here are a few stats that might not surprise you: According to GfK’s Consumer Life trend study, In the past month, 72% of Americans have purchased something online using a PC, and 57% using a mobile phone. And many cross these channels interchangeably during the shopping journey. E-commerce is still as prevalent as ever, even as more and more top retailers and brands invest in the omnichannel experience.

In-person experiences are more important than ever as people re-enter physical stores: only 19% of Americans agree that virtual interactions with people and places can be as good as being there in person.

Personalized experiences are requested across all channels and throughout the entire shopping journey by consumers. In fact, 36% like the idea of technology that “knows” them and can recommend products and take actions based on their wants and needs. So what are their top priorities?

36% of shoppers say price is the most important factor in their purchasing decision

34% say they only buy products or services from a trusted brand 

GfK’s FutureBuy study looks more specifically across online and in-person shopping. Every year, shoppers in 25 countries share their buying habits, the channels and touchpoints they use, their interactions with retailers, and how they include technology in their purchase journey.

Among some of the interesting insights: 42% of shoppers like it when a website keeps track of their visits and then recommends things to them, and 36% agree that they like to buy products that are tailored to them. Guided selling tools are becoming more popular – 35% have taken a quiz or used some form of a guided selling tool to get matched with personalized products as part of the digital shopping experience.

Finally, 42% of Americans agree that they would be more loyal to a brand/retailer that lets them provide input to help tailor products/services to their need. And 34% of shoppers feel that they get targeted on social media with personalized and relevant products, and 31% have shopped by clicking on posts on social media. So while those ads in your Instagram feed might give you the feeling that your phone can read your mind, it doesn’t stop people from clicking to buy. The bottom line: It’s ever more important for brands to be wherever their customers are, whether it’s on their e-commerce sites, social media or in stores.

Top Retailers, Brands Investing in Omnichannel But May Fall Short

A focused logistics professional analyzing data on a clipboard in a warehouse, reflecting the strategic planning behind omnichannel retail growth.

OSF Digital’s 2022 Omnichannel Retail Index shares insights for retailers and brands to accelerate growth. 

Setting the Scene

OSF Digital, an award-winning provider of digital transformation services to companies worldwide, has released its 2022 Omnichannel Retail Index (Index) findings and there’s work to be done as far as retailers and brands investing in omnichannel. Launched in 2015 in partnership with The National Retail Federation (NRF), the Index is widely recognized as the industry’s most comprehensive omnichannel and digital best practice benchmark study.

The 7th annual study found that top-scoring retailers and brands are aggressively increasing adoption rates of omnichannel and digital capabilities, such as optimized content, frictionless checkout, and cross-channel capabilities, to meet rising shopper demands.  Despite this, most companies in the Index have implemented less than 61% of best-practice capabilities, sometimes struggling to deliver seamless shopping experiences. 

The highest-ranking company in the Index, Bed Bath & Beyond had implemented 85% of the Index’s designated best practices, which is a significant jump from 2021, when Bloomingdale’s had highest score was 72%. This increase is a sign that digital investments are paying off. Another sign that retailers and brands are prioritizing omnichannel and digital investments is that this year, 12 companies have outperformed last year’s leader with scores ranging from 73%- to 85%. 

Key Findings

The Omnichannel Retail Index interactive digital report outlines key findings on the state of omnichannel and digital best practices, offering insights on investment trends and customer demands. Some of the key findings include:

  • The implementation of Buy Online Pick-Up In-Store (BOPIS) curbside pickup has increased significantly, accelerated by the pandemic. BOPIS has become table stakes, offered by 84%; however, the cross-channel experience leaves much to be desired. The adoption of supporting functionalities that enable frictionless experiences has mainly remained flat in the past years, including the ability to schedule pickup times, filter by store availability, etc.
  • 74% of the loyalty programs are based on a typical “earn & burn” approach. Only 49% allow shoppers to redeem points for product discounts, and even fewer allow shoppers to redeem points for “experiences.” 
  • From fast fashion to home improvement, sustainability is in focus. 67% promote sustainable products or sustainability programs. 


The Omnichannel Retail Index takes the pulse of digital commerce and omnichannel retail. The Index examines how 100+ leading U.S. and global retailers and brands perform against 250+ criteria across web, mobile, and in-store capabilities. The Index examines how these companies deliver on the omnichannel promise through detailed and extensive mystery shopping conducted by OSF Digital’s strategy consultants. For the first time, this year’s report also shares consumer research and data by GfK to understand where retailers and brands are delivering or falling short of consumer expectations. Gfk is a consulting service and always-on, AI-powered intelligence platform for the global consumer products industry. Also new this year is the analysis of these companies’ sustainability practices and programs.

View the Full Findings at Omnichannel Retail Index

How The Perfect Jean Forged True Partnership With Its Fulfillment Provider

A man in a denim jacket stands before a backdrop displaying his brand's jeans managed through an optimized fulfillment system, indicating a successful partnership.

Building trust and not being afraid to take risks led to success on both sides.

For DTC sportswear brand The Perfect Jean, landing on the right fulfillment provider was important from the get-go. Cofounder Ovadia Labaton was looking for a partner that could handle their back-end operations with confidence and eliminate the need for a large in-house team.

“The idea with The Perfect Jean was always to keep it simple. We run a very lean team and we basically look to just do things right, lean into things that work, and lean far away from things that cause us headaches,” said Labaton. “Fulfillment is one of the hardest parts of e-commerce, so as soon as we find a system and process that works well for us, we stick with it. That holds true on the software side and the marketing partnerships as well.”


How Beauty Brands Sell More by Optimizing Fulfillment

An assortment of beauty products including skincare and makeup items displayed in a flat lay, illustrating the diverse inventory managed through optimized fulfillment services.

Learn how MasonHub’s software helps beauty companies save money and increase the bottom line.  

There’s never been a more critical time to strengthen your back-end operations and optimize fulfillment with a partner that brings expertise, infrastructure and technology to the table. You could argue that order fulfillment services are the most critical part of the retail life cycle. It’s this series of processes that gets your product into a customer’s hands. Using the right provider not only makes fulfillment struggles easier, it frees up time to focus on your business. It can also be more cost-effective and lead to a better customer experience.

MasonHub was created by retailers, for retailers to solve common pain points by placing technology and high-touch services at the forefront of everything we do. We’re trusted by top beauty brands such as Vegamour, Thirteen Lune, Iconic London, Pley and Stratia to deliver an on-time, accurate and unforgettable fulfillment experience. We also save our customers up to 30 percent on shipping costs. Here’s how our products work to optimize your business.

1. Dynamic Kitting and Bundling

In fulfillment, kitting and bundling refers to grouping products into kits or bundles. Dynamic kitting and bundling refers to the automatic adjustment of inventory levels as an item is purchased, whether it’s individually or as part of a kit. This allows you to sell multiple items without having to tie up inventory in a kit. MasonHub’s software also enables you to let your customers choose the components in a kit, of which there can be hundreds of combinations. 

Say you offer single eyeshadows, palettes, mascaras and brow pencils, all in multiple colors. Your customers have the option to buy each item separately, and you can also offer these products together as a kit. Customers also have the option to choose which colors or items they want in their kit. Or, you can bundle multiple items–eyeshadow palettes and face palettes, for example–so customers receive a discount when they buy multiple products. This is a great way to get people to buy more.

The moment a customer places an item in their cart, inventory levels automatically adjust so you always know what you have on hand and when to order more. Read on to find out how you can use our pre-sell and back-order management feature to keep selling even when inventory is not at your warehouse yet. 

2. Oversell Policy and Pre-sell and Back-order Management

There’s nothing more frustrating than when you go to put an item in your shopping cart, and you get a “sold out” message. Setting up an oversell policy can prevent this from happening, while enabling you to make the sale and not miss out on consumer demand. 

When you notice that you’re running low on stock of an item, click “Set up oversell policy” and choose how many units you’ll allow to sell and for what duration. You should base this on the amount of inventory you have coming in, and when it’s scheduled to arrive. Your customers can complete their purchase, while being notified of the expected shipping date. Once the inventory arrives, those orders will be prioritized and get fulfilled first.

Back-order management means that you can continue processing orders for back-ordered items. When the inventory arrives at the warehouse, the system automatically fulfills those orders first. This same technology also allows a brand to pre-sell items such as an anticipated new release or re-stock. Once the items arrive, they are automatically fulfilled first. You can create excitement around these items, and rest easy knowing that everything is taken care of for a seamless fulfillment experience. 

3. Customized Fulfillment Experiences 

In beauty, sampling can be one of your most important marketing tools because it’s a way to get product into customers’ hands. MasonHub’s Fulfillment Automation Marketing Engine, or F.A.M.E. for short, does just that: it translates customer attributes into physical fulfillment experiences. 

Start by tagging customer attributes such as someone with a high average order volume or a repeat customer. Next, set up actions based on these attributes. For example, you can make sure first-time buyers get a sample and a coupon code to encourage them to buy it once they try it. A repeat customer could receive a sample of your most expensive product, and a handwritten thank-you note. You can also set up actions based on order attributes. For example, if someone buys an eyeshadow palette, they will also get a travel-size mascara or free brush. 

There’s no limit to the customizations you can set up using F.A.M.E. And you can be confident that the staff in our fully-owned and operated fulfillment centers is handling your pack-outs. Personalized notes? Custom tissue paper? We got you. We work cross-functionally between your operations and marketing departments to yield great results, and your customers will be delighted by the experience.  

4. Distributed Order Management and Split Shipments 

When a company splits its inventory across multiple fulfillment centers, such as East Coast and West Coast, it allows for optimized speed (the closer the fulfillment center is to the customer, the faster the order can reach them) and cost (the less distance a package has to travel, the less it costs to ship).  

A company can also prioritize speed based on an item’s availability, meaning the order will be fulfilled immediately from the location where inventory is available, regardless of how far it is from the customer. Split shipping refers to when an order contains multiple items, and the items are split up so that they arrive in different shipments. This is another way to prioritize speed of shipping. 

For beauty brands especially, partnering with a fulfillment provider that possesses this technology and multichannel retail expertise can not only save you money, it can increase your revenues and take your business to the next level.

What Makes a Best-in-Class SLA?

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You know a Service Level Agreement (SLA) is essential–but what separates an average SLA from a best-in-class one? And why is having the best SLA possible so important?

When it comes to SLAs, you need to ensure you have at least the basics in place: a clear agreement that’s well documented and thoroughly understood by both parties. But an SLA can–and should–be so much more than that. Especially when it comes to fulfillment. 

What is an SLA?

A Service Level Agreement (SLA) is a contract between you and your 3PL partner that defines expected services, benchmarks, responsibilities, timelines, and other key agreements determined by both parties. 

For beauty, wellness, and fashion brands, a basic fulfillment SLA should include details for at least these focus areas:

  • Inventory Accuracy
  • Receiving Inbound Shipments
  • Standard and Expedited Shipping
  • Unit Fill Rate
  • Order Drop to Ship Time
  • Returns Cycle Timeline
  • Platform Uptime and Availability
  • Lot and Batch Management
  • Kitting and Assembly

What do you need for a best-in-class fulfillment SLA?

To take your fulfillment SLA to the next level, you need more than just the basics–you need the highest accuracy rates, shipping times and rates, and so much more. It’s essential to not only address the key metrics and performance numbers you need for each focus area, but to ensure your 3PL partner can provide them. A best-in-class fulfillment SLA should include:

  • Inventory Accuracy: At least 98% or greater; and if your brand requires annual inventory counts, your fulfillment SLA should include at least two counts per year
  • Receiving Inbound Shipments: 98% of inbound shipments should be received within three business days. 
  • Standard and Expedited Shipping: For standard shipping, at least 95% of orders received by 12pm should be shipped same day; for expedited shipping, at least 97% of orders received by 2pm should be shipped same day
  • Unit Fill Rate: At least 99.2% or greater
  • Returns Cycle Timeline: 97% within two business days, and/or within 48 hours of receipt between Monday and Friday
  • Platform Uptime and Availability: 99.9% or greater, excluding scheduled maintenance during non-business hours
  • Kitting and Assembly: Custom bundle creation and packaging

How do I get a best-in-class fulfillment SLA?

The best fulfillment SLAs are provided by the best 3PL partners. To set your brand up for lasting success, make sure you have the right fulfillment company by your side–one that truly understands what it takes to create both a best-in-class SLA and a best-in-class partnership.

If you’re a beauty, wellness, or fashion brand looking for the right 3PL partner, MasonHub is here to help. Built by retailers for retailers, our expert team has seen every fulfillment struggle firsthand. We know how to overcome challenges, help you rapidly scale, and set you up for omnichannel dominance.

Contact Us Today

Top 8 Logistics Takeaways From Shoptalk Las Vegas 2022

The stage at Shoptalk 2022 where industry professionals discussed strategies to improve retail operations.

Supply chain experts share practices and predictions to improve retail operations.

After a two-year virtual hiatus, 10,000 founders, executives and investors from large retailers, branded manufacturers, startups and tech companies reunited at Shoptalk 2022 in Las Vegas from March 27-30. This year’s retail convention featured plenty of programming dedicated to supply chain and operations. “Not only is supply chain grabbing the news headlines, more surprisingly, consumers are talking about it, very actively. Simply put, if you are not leading in supply chain right now, you’re not going to win,” said Aimee Bayer-Thomas, chief supply chain officer of Ulta Beauty. So, how do you lead? Read on for the convention’s top takeaways.

1. Make inventory and labor more productive  

Operations executives from Target to Tractor Supply talked about how they calibrate inventory across multiple nodes, from regional distribution centers to fast fulfillment centers to retail stores, in order to make sure it reaches consumers as quickly and cost-effectively as possible. That goes hand-in-hand with efficient labor, a mix of trained associates and increasing automation. 

2. Automation continues to transform logistics

Lior Elazary, cofounder and CEO of InVia Robotics described his technology as “a buffer” between people and robots that enables warehouse associates to be productive instead of overworked.  Meanwhile, Gatik cofounder and CEO Guatam Narang talked about revolutionizing middle-mile delivery with autonomous trucks. “It’s a good place to start because of fixed, repeatable routes that are shorter in nature,” he said of how his company helps retailers like Walmart.

3. Improve the delivery experience at every stage 

For most retailers, delivery is the largest and fastest-growing expense. Last-mile and same-day delivery companies Uber, DoorDash, Shipt took to the stage to describe how they distinguish themselves among consumers, and while no one claimed to know what the future holds, it’s clear there is plenty of room for competition and improvement on speed, quality and cost.

4. Don’t build your own logistics infrastructure

American Eagle Outfitters made headlines after acquiring Quiet Logistics and Air Terra last year, signaling not only the value of fulfillment and delivery services, but also the trend towards sharing resources rather than competing for them.

“We thought about building our own. But the reality is, to do it ourselves would cost hundreds of millions of dollars, and we would always be subscale. We would never have the kind of efficiency, inventory productivity, cost advantages, and speed of a bigger network,” said American Eagle CEO Michael Rempell. Chief supply chain officer Shekar Natarajan declared, “Everyone has to realize, competing in supply chains is not an advantage. Supply chains at hyperscale are an advantage. The future is for supply chain is not more building more assets. It is utilizing assets better.”

5. Operations jobs are ready for their close-up

“Supply chain is not a back-office function. It’s a customer-facing function,” said American Eagle’s Rempell. “It was our fastest growing expense, and now it’s one that we’re leveraging. And it’s touching our consumers every day. Of course supply chain needs a seat at the table.” 

6. Listen to your customers 

Ulta Beauty’s Bayer-Thomas said that striving to understand customers’ needs prior to the pandemic – piloting ship-from-store, for example – made it possible to pivot when operations were forced into overdrive. “We continue to stay in tune so we can remain agile and evolve quickly when we need to, based on what our guests expect,” she said. In other words, test new models constantly, because they could be called upon to work at a moment’s notice. 

7. Form partnership ecosystems

Even the most accomplished founders said they rely on experts outside their core competencies to help them serve customers better. “We shouldn’t be trying to do everything; what we need are the right partners,” said Gatik’s Narang. “It could be infrastructure for vehicle electrification, server maintenance, how to get trucks built faster. That’s the right way to go about it.” “If I can’t offer options or develop something on my own, then I have partners to help me,” said Letitia Webster, Tractor Supply’s SVP of omnichannel.  

8. Back-end solutions are key to growth

“What we’ve seen with digitally native brands, especially those with plug-and-play front-end platforms, is that their back-end becomes complicated. Therefore, it’s difficult for them to scale into new channels. We give them the ability to start online but introduce them to wholesale, marketplaces and drop ship, and we make it more efficient,” said MasonHub founder and CEO Donny Salazar. “Because they don’t have the large tech teams we retailers used to have back in the day, it’s even more important to have a plug-and-play solution on the back-end.” 

Client Spotlight: Ranavat

Michelle Ranavat, founder of ayurvedic beauty and skincare company Ranavat.
Ranavat founder Michelle Ranavat wearing a purple t-shirt, jeans, and gold heart necklace while sitting on a green velvet chair

Michelle Ranavat on what sets her beauty brand apart & why she chose MasonHub fulfillment.

You introduced Ranavat in 2017. What was the turning point for the brand? 

“For us, growth wasn’t linear. But people spending more on beauty and prioritizing self-care really allowed our business to shine. We found they were searching for skincare that was effective, made them feel good, and had a deeper meaning. So over the past year, we started constantly giving customers educational and enjoyable content, providing a connection around Ranavat and India and its traditions. When it came time for Holiday shopping, it felt like we were top of mind, like the years’ worth of work came to fruition at the right time.”

Why do you think beauty consumers are embracing Indian-inspired lines now? 

“It’s a confluence of many things. Ayurveda has been used regularly throughout history, as has yoga and meditation, and there is much more awareness of ingredients like ashwagandha and turmeric and what they can offer for skin, but there was never really a brand that could share a story and cultural connection. People are more open and connect the dots so much faster now.  It’s been a huge step toward celebrating our origins and enjoying not just the rituals but the culture behind the products.”

Ranavat beauty products laid out on a table including hair serum, cream cleanser, renewing bakuchi creme, brightening saffron serum, facial polish, hydrating jasmine mist, and resurfacing saffron masque.

Where are your customers located? 

“They’re pretty geographically diverse, and we have a big international contingent. The U.K. and U.A.E. are big areas for us, as are the U.S. coasts and Texas. We want to open new channels in India and other parts of Asia as well.” 

How would you describe your current distribution? 

“There are two sides of our business–ecommerce and wholesale. We just opened Sephora as a new channel, and being able to provide a really high-touch, custom experience to our DTC customers in addition to shipping big orders to Sephora is a really critical mix. What I appreciate about MasonHub is how they invested in our future by taking on a smaller brand and how they’ve helped us grow and scale. With supply chain craziness – we are seeing very long lead times on components – the last thing you want to do is over-complicate your job fulfilling orders. Finding the right 3PL is one of those things you should do before you need it, that’s why I chose MasonHub fulfillment.”

What’s your ultimate goal for Ranavat?  

“For the culture as a whole to reach more people through mainstream channels. That’s how I measure success. Are they connecting to us?  Can they see themselves in the brand? Are they able to see us in their daily lives?”

Further Revolutionize Your Returns Process with Integrations

Graphic showing integration between a happy face emoji and a warehouse, symbolizing the seamless returns process with MasonHub's integrations.

Our latest integrations help you streamline returns by up to 90%, taking the manual work out of return merchandise authorizations.

Whether you’re newly launching your vision or steadily growing an established brand, you have plenty occupying your day. Not the least of which is returns. The National Retail Federation estimates returns account for over $761 billion in lost sales. Today’s landscape shows more than 256 million American’s shop online, 25% of whom buy intending to immediately return 5 – 15% of their items.

A well-chosen return partner can not only streamline the process and help mitigate return fraud, but can also offer another opportunity to delight your customers and differentiate your brand.  

Choose the platform that suits your needs – whether it’s exchanges, green returns, or flexible return methods – and let us handle the rest.

MasonHub has established relationships with our clients’ top return providers: Happy Returns, Loop, and Returnly. These integrations allow you the freedom to focus on other areas of your business and only address individual returns as the exception. With three easy steps, we’ve seen clients reduce manually managed returns by up to 90%, saving hours of valuable time and energy.

  1. Connect MasonHub to your Return account
  2. Map your custom Return Reasons in our OMS
  3. Decide if you’ll allow automated refunds
  4. That’s it!

Return Merchandise Authorizations (RMAs) are required for all returns hitting MasonHub’s dock. When connected with any of our integrated partners, these RMAs will be generated automatically in our OMS as soon as your customer initiates the return in your portal. To further reduce manual intervention, you can even allow automatic refund processing when the item(s) is received in a re-sellable condition. Or maintain tighter oversight and generate RMAs automatically, but manually approve each refund.

Icons depicting the automated returns process, from a customer placing a return to MasonHub receiving it, emphasizing up to 90% savings in time.


We strive to integrate with partners that best meet your needs. Reach out to your MasonHub Account Manager for an introduction.

Don’t see an up-and-coming return partner on this list? We’d love to hear about them. 

  • Happy Returns offers box-free in-person returns which can be aggregated to reduce shipping costs. Happy Returns also provides buy online, return to store, and mail returns services. It maintains a network of over 2,600 Return Bar locations where online shoppers can drop off their returns in person. 
  • With Loop customers submitting a return are incentivized to exchange the item with one click, rather than return it. Should a customer still want a refund for their purchase, Loop helps retailers streamline their returns process using data from a returns form and your returns policy to automatically approve or deny requests. 
  • Returnly automatically creates international return labels to get packages through customs. Shoppers can also request refunds (or credit) in their local currency. Its Green Returns program also makes real-time decisions based on a retailer’s returns policy to judge whether an item can be resold if returned. If it can’t, the customer doesn’t need to ship it back.