Run: Customer Return Receipt and Disposition SOP

The returns associate receives the package or item and verifies that the shipment is intact enough to process. The returns associate scans the return label or barcode and opens the intake record in the returns system. The returns associate confirms the package count, customer identifier, and return reference before continuing.

The returns associate verifies that the RMA number, customer name or account, SKU, quantity, and return reason match the original order record. The returns associate checks that the return is within the authorized window and that any special return conditions are met. If the return does not match the order or authorization, the returns associate escalates the discrepancy to a supervisor before proceeding.

The quality technician or returns associate inspects the item for visible damage, missing parts, signs of use, contamination, tampering, and packaging condition. The quality technician compares the item against the inspection checklist and records any deviations from sellable condition. The quality technician captures photos when damage, shortage, or non-conformance is present.

The returns associate determines the disposition based on the inspection result, return policy, and product condition criteria. The returns associate classifies the item into the correct disposition path and records the reason code in the system. If the condition is ambiguous or the item shows a potential non-conformance, the returns associate escalates to a supervisor or quality lead for final disposition.

The warehouse receiver or returns associate cleans and repackages the item if the product meets restock criteria and the policy allows it. The warehouse receiver updates the inventory system, assigns the correct storage location, and returns the item to available stock. The warehouse receiver records the restock transaction and retains any required documentation.

The returns associate places non-restockable items into the quarantine, damaged-goods, or scrap holding area according to policy. The returns associate labels the item with the disposition reason and ensures it cannot re-enter saleable inventory. The returns associate records the location and status in the system.

The customer service representative processes the approved customer resolution based on the return policy and disposition outcome. The customer service representative issues the refund to the original payment method, initiates a replacement shipment, or applies store credit as authorized. The customer service representative records the transaction reference, confirms any approval required for exceptions, and notifies the customer of the outcome.

The returns associate closes the return record after confirming that the inspection result, disposition, inventory update, and customer resolution are all documented. The returns associate attaches photos, notes, and approval records where required. The returns associate retains the record according to the company retention schedule and ISO 9001 documented information requirements.