Purpose – The purpose of the study is to develop guidelines for effective returns management in manufacturing companies that provide both standard and customized products. To answer the purpose, it was broken down into three questions:

[1] How does the return management process differ between standard and customized products in manufacturing companies?

[2] What challenges exist in the return management process in manufacturing companies for standard and customized products?

[3] What guidelines can be implemented for standard and customized products when streamlining the return management process in manufacturing companies?

Method – This study used the case study research method, with a qualitative approach together with a case company. The empirical data was composed using the data collection techniques of interview, observation, and document study. Pattern matching was used to provide a basis for analysis by comparing the theoretical framework with the collected empirical data.

Findings – The result of the study is that the management of customized products is more time-consuming and involves more stakeholders than for standard products. It also identified six challenges that can be linked to the return flow. Finally, nine guidelines were developed to streamline returns management in manufacturing companies.

Implications – The study contributes with both practical and theoretical implications. This is because the guidelines developed can be used by manufacturing companies in their returns management process to streamline the flow. These guidelines also go towards a more focus on a standardized approach that decision makers can follow. The study also contributes to guidelines to work with, as an addition to the established research.

Limitations – This study has been limited to returns and thus complaints have been chosen to be excluded. This is because complaints arise when there is a fault in a product, which is based on a lack of quality in manufacturing. The interest of the study is instead to investigate how returns are handled. In addition, the study has only been conducted at one company, which may have an impact on generalizability.