returns home / Playbook
Operations / practical steps
Turn returns into a controlled workflow
Design intake, inspection, customer updates and stock disposition without losing the order history.
STEP 01
Connect the request to the order
Capture the order reference, returned items, quantities, reason and supporting evidence when appropriate. Explain the next step and expected update point. Avoid collecting unnecessary personal data or asking customers to repeat information already available to the authorised support team.
STEP 02
Separate authorisation from receipt
A return request is not evidence that stock is back in the building. Track requested, authorised, in-transit, received and resolved events. Record the parcel identifier and handoff so support and warehouse teams can discuss the same case.
STEP 03
Inspect against a written rule
Document condition, completeness and any product-specific checks. Keep sellable, repairable, damaged and review-required items separate. Do not add a received unit to available stock until its disposition is approved under your process.
STEP 04
Close the customer and stock loops
Record the refund, exchange or other resolution with its approval and reference. Reconcile inventory movement to the case. Review repeated return reasons to distinguish product defects, unclear descriptions, picking errors and transit damage.
Choose the right next step
- Wrong item: check the pick and SKU record as well as the customer resolution.
- Transit damage: preserve packaging and delivery evidence for investigation.
- Unclear condition: keep the item unavailable until the responsible reviewer decides.
Worked example
A customer returns two units but the parcel contains one. The warehouse records quantity received and condition, while support keeps the original requested quantity. The case stays open for reconciliation instead of automatically refunding and restocking both units.