Returns Processing Work Guide

Route each return through the right decision Northstar Distribution is a fictional example used to illustrate coordination across a distributed returns operation. Start with the recorded return reason, describe the condition that can be observed, check which role owns the disposition decision, and then use the approved destination for that case. The sample routes below illustrate handoffs; they do not establish policy or replace approved local procedures. Distinguish the return reason from the condition The reason helps classify the case; the observed condition helps the accountable role assess it. Unopened overstock return The return record says “overstock,” and the outer packaging appears unopened. Record the stated reason and the observable packaging condition separately; neither fact alone authorizes a restock decision. Parcel reported damaged in transit The return reason is “transit damage,” and the parcel has a crushed corner. Describe where damage is visible and route the case for the appropriate disposition decision rather than assuming the outcome. Return record and goods do not match The record describes one item, but the received goods appear different. Keep the discrepancy with the case and use the exception route for an accountable decision instead of choosing a destination by guesswork. Check these four things before handoff A coordination sequence, not a substitute for local operating instructions. Identify the return type Use the return reason and available case details to select the applicable approved category. If the reason is missing or conflicting, flag the discrepancy for the accountable returns decision role. Record observable condition Describe what is visible or reported in neutral terms, such as “outer carton crushed at one corner.” Keep observations separate from conclusions about usability or final disposition. Check disposition authority Use the approved authority boundary for the return type and condition. Intake records and routes the case; a condition label is not itself an approval. Select the approved destination Use the destination category specified by the approved local workflow. If the case does not fit a listed route, ask the accountable decision role rather than forcing a match. Illustrative routing reference Northstar sample labels only—not a system of record, live work queue, or approved routing policy. Use locally approved sources for actual classifications, authority, and destinations. Return type and observed condition Decision owner Destination category Overstock; packaging appears unopened Returns disposition role confirms the applicable decision Inventory review queue Transit damage; visible outer-pack damage Damage disposition role determines the next action Damage assessment queue Return reason and goods do not match Returns exception owner resolves the discrepancy Returns exception queue Category or condition cannot be matched Operations decision owner assigns the route Hold for routing decision Worked handoff: parcel with visible damage A useful handoff separates what intake observed from what the next role must decide. When no approved category fits, pause destination selection and ask the accountable returns decision role to resolve the routing question. Intake records the return reason as “transit damage” and the observation as “outer carton crushed at the lower-right corner.” Intake routes the case to the sample damage-assessment destination for review; the damage description is not entered as a final disposition. The receiving decision role checks the approved local authority and workflow, then records the authorized next destination. If the category or evidence is insufficient, the case goes to the accountable exception route for clarification. Who owns each part of the handoff These fictional role labels describe responsibilities, not named employees. The Northstar example assigns guide ownership to Transport and Distribution Operations. Use the established operations help or correction route for questions. Returns intake role Captures the return reason, observable condition, and case details; routes exceptions without deciding disposition. Disposition decision role Applies the approved authority boundary and records the authorized disposition decision. Returns system owner Maintains approved destination categories and the associated routing workflow. Transport and Distribution Operations content owner Owns guide accuracy and coordinates corrections when approved process or system information changes. Ownership, review, and terms Owner and review trigger: Transport and Distribution Operations owns this fictional example. The accountable content owner reviews the guide when return classifications, disposition authority, system destinations, or applicable operating scope changes. For a mismatch, use the established operations help or correction route and include the affected location, return category, and the detail that appears inconsistent. Return type is the reason or category recorded for goods coming back. Observed condition is a neutral description of what is visible or reported. Disposition is the authorized decision about what happens next. System destination is the approved queue or category where the case is routed.