Resolve a return or exchange exception
Bring order history, return policy and inspection evidence together so the service team can resolve an exception with confidence.
- Starts with
- A return request conflicts with policy, receipt status or the customer's requested remedy.
- Who decides
- Service owner approves an exception; authorized commerce staff execute any refund or replacement.
- Output
- Return evidence packet; Remedy options; Customer response and decision record
- Inputs
- Commerce orders — Purchased item, quantity, purchase date and order reference used to match the request to the original sale.
- Return policy — The applicable return window, item conditions, remedy options and exception rules for the purchase.
- WMS receipt/inspection — Receipt status and recorded item condition from the warehouse, linked to the returned item.
- Carrier tracking — Tracking reference, shipment events and delivery confirmation used to check where the return is in transit.
- Customer service tickets — The customer’s requested remedy, previous correspondence and unresolved questions about the return.
A clear decision on the return exception
Bring order history, return policy and inspection evidence together so the service team can resolve an exception with confidence.
Configure and validate this starting point around your sources, permissions, and review responsibilities before implementation.
- 01Agent preparation
Check the purchased item
Match the request to the purchased item and policy version.
- 02Agent preparation
Compare return evidence
Compare warehouse inspection and carrier status with the customer account.
- 03Agent preparation
Prepare remedy options
Identify missing evidence and prepare eligible remedies.
- 04Human decision
Confirm the resolution
The service owner approves the remedy or exception and records the reason. Authorized commerce staff execute any refund or replacement.
Service owner approves an exception; authorized commerce staff execute any refund or replacement.
What the team receives
- Return evidence packet
- The order, applicable policy, warehouse findings and shipment status in one case, with missing or conflicting evidence identified.
- Remedy options
- Eligible refund, exchange or other resolution options with the evidence and exception that the service owner must review.
- Customer response and decision record
- A draft explanation for the customer, plus the chosen remedy and reviewer’s reason once approved. Authorized commerce staff execute the transaction.
Scope this workflow around your operation.
Only businesses accepting product returns with an accountable service team.