returns-reverse-logistics

Evaluate the return against policy rules: time window, product condition, category restrictions, and proof of purchase. For exceptions, check defect status first, then customer lifetime value, reasonableness, disposition outcome, and precedent risk before granting.

Assign Grade A (like new, restockable), B (minor wear, open box), C (visible wear, liquidate or refurbish), or D (salvage/parts) based on packaging, accessories, cosmetic condition, and functional testing. Route each grade to the channel with the best recovery economics.

Score each return 0-100 using signals like return rate above 30%, serial number mismatch (+40), weight variance over 5% (+25), and no-receipt returns (+15). Flag for review at 65+ points and hold the refund at 80+.

Pursue RTV claims when expected credit times collection probability exceeds labor, shipping, and relationship costs. Always pursue claims over $500, batch claims of $200-500, and raise the threshold to $1,000 for overseas vendors.

A return reverses a purchase within the return window (typically 30 days, any reason) and is the retailer's obligation. A warranty claim reports a defect within the coverage period and is typically the manufacturer's responsibility, following a separate workflow.

Escalate automatically for single items over $5,000, fraud scores of 80+, simultaneous chargebacks, recalled products, suspected counterfeits, regulated products like hazmat or pharma, and a third policy exception from the same customer within 12 months.