Returns Authorization SOP

Standard procedure for evaluating return eligibility, issuing authorization, generating shipping labels, inspecting returned items, and determining final disposition.

Steps

• Review the return request
  The returns specialist verifies the customer request against the order record, return policy, warranty terms, and any applicable exception approvals. Confirm the item identifier, purchase date, reason for return, and requested remedy before proceeding.
• Issue return authorization
  The returns specialist creates the return authorization record and assigns the RMA number. Record the customer name or account, order number, item details, reason code, authorized quantity, and any handling instructions.
• Obtain exception approval
  The supervisor reviews the return details, confirms the deviation from standard policy, and approves or denies the exception. Document the approval rationale and any limits placed on the return.
• Generate the shipping label
  The returns specialist generates the return shipping label using the approved RMA record. Verify the ship-to address, service level, and label reference match the authorization record before issuing the label to the customer.
• Receive the returned item
  The warehouse associate receives the returned package, scans the RMA or tracking reference, and confirms the package matches the authorized return record. Record any visible shipping damage or seal tampering.
• Inspect the returned item
  The quality inspector examines the item for identity, completeness, condition, functionality, contamination, and signs of misuse or non-conformance. Compare the item against the return reason and acceptance criteria, and capture photos when damage or discrepancy is present.
• Determine final disposition
  The quality inspector or supervisor assigns the final disposition based on the inspection result, return policy, and product condition. Route the item to the correct downstream process and update inventory or quality records accordingly.
• Restock or close the return
  The warehouse associate returns approved inventory to stock or closes the return record if no physical item was received. Update inventory, refund, or replacement status as applicable, and retain the return record for audit traceability.
• Route the item for repair or refurbishment
  The quality inspector labels the item for repair, refurbishment, or rework and transfers it to the appropriate work queue. Record the defect description, required action, and responsible department.
• Quarantine or scrap the item
  The supervisor places non-conforming or unrecoverable items into quarantine or scrap processing according to company policy. Prevent accidental restock, document the non-conformance, and retain evidence for audit or claim handling.