This workflow template illustrates the processing of returns from customers. Purchase and immediately download this process map template in PDF, PowerPoint (PPT) and Visio (VSD) formats. You can customize it to fit your own organization, or simply use its content to better understand the Returns Processing workflow.
Related KPIs : Customer Order Refund Rate, Cycle Time: Product Return, Unit Cost: Customer Return
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.
Download a Sample Returns Processing
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