Returns Processing Workflow Template

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Overview: Returns Processing Workflow Template

This workflow template illustrates the processing of returns from customers. Purchase and download this template in PDF, PowerPoint (PPT) and Visio (VSD) formats. You can customize it to fit your own organization, simply use it to better understand Returns Processing.

Download a Free Sample of this Workflow Template

Process Details and FAQ: Returns Processing

What is Returns Processing?

Returns Processing focuses on processing returns from customers. When customers ship returned goods and paperwork back to the Warehouse, Quality Control usually performs quality checking on the products (quality checks match customer claim titles and quantities with the Warehouse receipt while also checking to see if anything is damaged, etc.) before credit for the returned item is approved or denied and the returned item is re-shelved (if necessary). If the customer calls inquiring why they did not receive credit for the returned item, the Customer Service Representative should perform an investigation (determine if all items were returned successfully, if the Warehouse made a mistake, etc.) and any necessary charge back information processing and paperwork.

Which KPIs, or metrics, are typically used to measure this process?

The following metrics may be used to measure Returns Processing:

  • 1.Customer Order Refund Rate
  • 2.Cycle Time: Product Return
  • 3.Unit Cost: Customer Return

Which employees and/or departments are involved in this process?

The following parties are typically involved in Returns Processing:

  • Customers
  • Customer Service Representative
  • Order Management Representative
  • Quality Controller

What is the purpose of these workflow templates?

Broken business processes pervade companies, large and small. Manual workarounds, downtime, errors and other waste is thought of as "the cost of doing business." Use our workflow templates as a starting point to document your own processes. Customize them to fit your business and add "call outs" for improvement opportunities.

How are these workflow templates created?

These workflow templates are the product of over 20 years of hands-on management consulting experience, as well as research performed by the OpsDog team. All of our workflows are mapped using the BPMN 2.0 specification.

How do I download a workflow template?

Simply click the "add to cart" button and follow the process to purchase and download this workflow template. You can use any major credit card, or a PayPal account, to pay. After you have completed the purchase, you will receive a link to immediately download the workflow template in PDF, PowerPoint (PPT) and Visio (VSD) formats. If you aren't a registered OpsDog user yet, create a free account! New users get $20 off of their first purchase.

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  • Workflow Template


    Returns Processing

    - Instantly download files
    - Includes PDF, PPT, VSD file formats
    - Customize the PPT and VSD version
    - Workflows mapped in BPMN 2.0


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