Return Authorization Checklist

Workflow a CX or returns specialist runs to authorize, process, and reconcile a customer return — from RMA intake through inspection, refund or exchange decision, and restocking or disposition.

5 sections 12 steps Collects data
1

RMA Intake

  1. Capture order number and reason code

    • Pull the order from Shopify, Gorgias, or your OMS using the order number or customer email. Log the reason against your standard taxonomy (defective, damaged in transit, wrong item, sizing, changed mind) — reason-code consistency is what makes downstream returns-rate analysis meaningful.

    Collects text Collects list Collects file
  2. Verify the return window eligibility

    • Check delivery date against your published return window (commonly 30 or 60 days). Final-sale SKUs, monogrammed items, and intimate apparel are typically excluded — confirm against the policy page the customer agreed to at checkout, not the current policy if it has changed.

    Collects list
  3. Issue the RMA number and prepaid label

    • Generate the RMA via Loop, AfterShip Returns, or Returnly. Email the customer the RMA number, prepaid label, packing instructions, and the cutoff date for return receipt (commonly 14 days from label issue).

2

Policy Exception Review

  1. Escalate the out-of-window request to CX lead

    • Out-of-window or excluded-category returns require lead approval. Weigh customer LTV, prior return history, and reason — defective items past window are usually approved; changed-mind returns past window typically aren't. Document the rationale on the ticket.

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3

Inbound Receipt and Inspection

  1. Match the inbound parcel to the RMA

    • Scan the RMA barcode or label against the inbound parcel at the 3PL or warehouse receiving dock. Unmatched parcels (no RMA, wrong RMA, missing return slip) go to the unidentified-returns bin for next-day reconciliation rather than being processed blind.

  2. Inspect SKU, quantity, and condition

    • Confirm the FNSKU / UPC matches the RMA and the unit count is correct. Grade condition: A (sellable), B (open-box / minor), C (defective), D (destroy). Photograph any condition discrepancy — wrong item returned, missing accessories, customer damage beyond reasonable use — for the dispute trail.

    Collects list Collects file
  3. Open a customer dispute on item mismatch

    • If the returned unit is the wrong SKU or shows damage outside fair-use, contact the customer with the inspection photos before refunding. Most disputes resolve with partial refund, restocking fee, or return-to-sender at customer expense.

4

Refund and Disposition

  1. Calculate the refund amount and fees

    • Refund the item subtotal plus original sales tax. Outbound shipping is generally non-refundable unless the return is your error (defective, wrong item shipped). Apply any restocking fee per policy and deduct the prepaid return label cost when policy allows.

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  2. Issue the refund through the original payment method

    • Process refunds in Shopify or Stripe back to the original card. PayPal refunds within 180 days return fees; after, they don't. For gift orders, issue store credit instead of card refund. Trigger the refund-confirmation email so the customer sees the amount and 5-10 business day bank settlement window.

  3. Route the unit to its disposition

    • Grade-A units restock to sellable inventory in the OMS (Cin7, SkuVault, NetSuite). Grade-B routes to open-box / liquidation channel. Grade-C defectives go to vendor RTV (return to vendor) or warranty claim. Grade-D destroys with photo proof for the inventory write-off.

5

Records and Trend Review

  1. Close the ticket with the full audit trail

    • Attach the RMA, inspection photos, refund transaction ID, and customer correspondence to the Gorgias or Zendesk ticket before closing. Auditors and chargeback disputes both pull from this trail; a missing refund receipt is the single most common reason a friendly-fraud chargeback is lost.

  2. Flag the SKU if the returns rate exceeds threshold

    • Run the monthly returns dashboard by SKU and reason code. Any SKU above your category benchmark (commonly 8-10% for apparel, 3-5% for hard goods) gets flagged for product-team review — sizing chart, image accuracy, description gaps, or a defect cluster are the usual root causes.

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Sections 5
Steps 12
Category E-commerce
Price Free to start
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