We began by analyzing order logs and fulfillment data to trace how delays and errors occurred across order-to-ship and return-to-refund flows. We discovered that multi-item orders were often split manually across warehouses with no visibility into delivery impact — and that 70% of returns lacked proper SKU verification before refund.

Our solution centered on integrating Shopify with Dynamics 365 Supply Chain Management via custom order orchestration logic. Orders were routed automatically based on item availability, proximity, and shipping SLA. This reduced order fragmentation and fulfillment costs.

For returns, we built a custom Power App connected to D365 that allowed customers to initiate returns with automated approval and warehouse routing. Upon scanning a returned item, D365 triggered refund workflows in Finance — ensuring speed and accountability.

We used Power BI to track return reasons, refund lag, and restock potential — giving ops teams the insight they needed to tighten policies and minimize losses.

Additionally, customers received proactive notifications for every return status, improving trust and reducing support inquiries.