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Run: Returns Authorization SOP

Returns Authorization SOP template for reviewing return requests, issuing authorization, handling exceptions, and closing the loop on inspection and disposit...

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Steps

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.
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.
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.
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.
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.
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.
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.
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.
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.
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.

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