Unwind – Bridging borders, simpifying returns for UK and EU online shops

Cross-border e-commerce between the EU and the UK can be challenging due to customs and tax regulations. Managing returns across customs borders can also be complex, leading to delays and impacting customer satisfaction. However, with the right solution in place, the challenges can be turned into opportunities to streamline processes and enhance customer experience.

“Unwind” is a joint service by UKP Worldwide and MS Direct, specialised in simplifying returns and customs processing for online retailers in the EU and the UK. Retailers benefit from a comprehensive solution covering all steps of the returns process, while end customers enjoy a seamless, local return experience.

Unwind offers a comprehensive solution for handling returns in the UK. We record and qualify items, prepare them according to your specifications and resolve any issues quickly and efficiently. Additionally, we manage export customs clearance, apply for refunds, and coordinate the return transport to the EU. This ensures your goods are available again promptly, with all processes running smoothly.

Benefits for online shops:

All-in-one: Unwind provides an all-in-one solution for returns management, customs processing, cross-border logistics, and the reclaiming of duties in the UK market.

Local returns handling: Unwind operates a local returns centre in the UK, where items are registered, assessed, and processed according to the retailer’s requirements.

Customs processing and duty reclaim: Unwind handles all export customs procedures, manages duty reclaims, and ensures the re-import of goods into the EU.

Fast processing: By combining local returns handling with optimised logistics, Unwind ensures quick delivery times and seamless return processes for customers.

Transparency and control: Unwind offers a customer portal that provides detailed information on the status of returns and resolution cases.

Duty recovery: Unwind enables retailers to reclaim UK import duties paid on returned products, thereby improving cash flow.

Distinction from the competition:

Comprehensive approach: Unwind offers a holistic solution that covers all elements of cross-border returns. This includes logistics, customs processing, and the reclaiming of duties, providing a seamless end-to-end service.

Experience and expertise: Leveraging the extensive experience of MS Direct and UKP Worldwide in the e-commerce sector, Unwind combines deep industry knowledge and expertise to deliver a smooth and efficient service.

Local presence and customer support: Unwind’s local presence in the UK enables faster response times and superior customer support compared to providers without a local base, ensuring a reliable service.

The past year was dominated by AI-based process optimisation, digitalisation as well as automation:

1. AI-based returns forecasting

• Using artificial intelligence, we generate accurate forecasts of expected returns, enabling reliable capacity and workforce planning. Import data, historical values, return rates, and external factors such as weather and public holidays are all taken into consideration.

2. Fulfillment from returns

• To reduce transport distances and costs, we can store high-demand returned items in our facilities, making them immediately available for new orders. This approach provides significant advantages in terms of sustainability and overall cost reduction.

3. Image recognition for returns handling

• We are experimenting with machine learning algorithms and image recognition to automate the categorisation of returns. Together with the University of St. Gallen, we have trained an AI model to identify cases such as "wrinkled" or "glue residue" and process them accordingly.

Not only in the UK, also in Switzerland we expanded our Cross-border Delivery Services:

• Up in the air: Introduction of customs clearance for air freight at Zurich Airport making cross-border oversea shipments possible.
• Customised Cross-border solutions for enterprises: Tailored services designed to meet the unique needs of large-scale businesses.

Over the past year, MS Direct has enhanced its fulfillment center in Arbon, Switzerland, equipped with cutting-edge technologies:

• AutoStore system expansion: Starting with 30,000 bins, the system will be scaled to 60,000 by 2025 and 79 robots handling storage and retrieval for optimal speed and accuracy.
• AI-Powered Robotic Arm: Directly connected to AutoStore for precise picking tasks, reducing manual effort, increasing productivity, and minimizing errors.

Case study bergfreunde.de: https://www.ms-direct.com/en/reference/brexit-delivery-with-local-returns-solved-efficiently/

«With MS Direct's customs clearance and returns solution, we have a single interface for all customs-related issues in Europe. Thanks to their flexible collaboration, our British customers also benefit from a delivery experience as they were accustomed to before Brexit – without customs and VAT charges, a local returns solution, and the usual shipping times.» Ralf Blessing, Coordinator E-Commerce Operations

Case study On Running: https://www.ms-direct.com/en/reference/returns-processing-for-a-swiss-premium-brand/

«With MS Direct, we have a reliable partner for returns processing. As a provider of premium products, we benefit from the high-quality processing and the efficient and flexible processes.» Samuel Frei, Head of Operations EMEA bei On

https://www.ms-direct.com/en/unwind-returns-service-in-the-uk/